Technology

8×8 Makes Workforce Management Native in Every Contact Centre Seat at No Extra Cost

8×8 Workforce Management is now a standard capability of every 8×8 Contact Center package, allowing organizations to forecast, schedule, and staff across voice and digital channels at no additional cost. 8×8, Inc., a leading global business communications platform provider, is among the first to embed Workforce Management (WFM) directly into its platform as a built-in capability. Continue reading 8×8 Makes Workforce Management Native in Every Contact Centre Seat at No Extra Cost →

Partnerships

Calabrio Expands Partner Ecosystem to Accelerate Innovation and Increase Customer Value

Calabrio, the workforce and conversation intelligence company, announced a significant expansion of its partner network. The addition of two new partners, Avant and Sabio, and expansion of the existing partnership with Five9, will help provide more comprehensive solutions and drive greater success for customers in the contact centre market. Continue reading Calabrio Expands Partner Ecosystem to Accelerate Innovation and Increase Customer Value →

Who's Buying What?

Northumbrian Water Group selects Medallia to elevate CX for 4 million water customers

Medallia, the global leader in customer and employee experience management, has partnered with Northumbrian Water Group, one of the UK’s top-performing water providers, to revolutionise customer engagement and satisfaction across its extensive service network. Continue reading Northumbrian Water Group selects Medallia to elevate CX for 4 million water customers →

Technology

Cisco launches Cisco IQ, the unified AI-powered experience that connects the entire customer journey

Cisco announced the launch of Cisco IQ, a breakthrough AI-powered digital interface that brings real-time insights, on-demand assessments, troubleshooting and personalized learning, automation and agents from across professional services and support into one powerful experience. Continue reading Cisco launches Cisco IQ, the unified AI-powered experience that connects the entire customer journey →