Arnaud Budkiewicz Joins Dialpad as Vice President of Engineering to Shape Future of Hybrid Work

Dialpad, the industry leader in AI-powered communication and collaboration, announced the hiring of Arnaud Budkiewicz as Vice President of Engineering. He brings extensive leadership experience in engineering and information technology, and a decades-long background in enterprise communications product development for global organizations. Continue reading Arnaud Budkiewicz Joins Dialpad as Vice President of Engineering to Shape Future of Hybrid Work

Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud

The majority of call centres are seeing year-over-year increases in fraud activity, according to the 2022 Omnichannel Authentication Survey from Neustar, a TransUnion company. Continue reading Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud

CallTrackingMetrics Expands HupSpot Integration with Lead Automation and Conversion Data Capabilities

CallTrackingMetrics, a global conversation analytics company, announced major enhancements to its HubSpot integration that allows performance marketers to connect online and offline conversion data to better understand their customer’s journey. Continue reading CallTrackingMetrics Expands HupSpot Integration with Lead Automation and Conversion Data Capabilities

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience

Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022: Empowering the Contact Centre as Brand Guardian, uncovered a surprising gap between the role contact centre agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Continue reading New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience

Majorel and Sitel Group® discontinue discussions on potential merger

Majorel, a leading global provider of next generation end-to-end CX solutions for digital-native and vertical leading brands, announces that it has, together with its major shareholders Bertelsmann Luxembourg S.à r.l. (“Bertelsmann”), Saham Customer Relationship Investment S.à r.l. Limited and Saham Outsourcing Luxembourg S.à r.l. (together “Saham”), discontinued discussions with Sitel and Sitel’s majority shareholder, the Mulliez family, regarding a potential merger between Majorel and Sitel. Continue reading Majorel and Sitel Group® discontinue discussions on potential merger

Sitel Group® and Majorel Discontinue Proposed Merger Discussions

Sitel Group®, one of the largest and globally diversified leaders delivering innovative customer experience (CX) for many of the world’s best-loved brands, announced that it has discontinued discussions with Majorel Group Luxembourg S.A. (“Majorel”) regarding a proposed merger. Continue reading Sitel Group® and Majorel Discontinue Proposed Merger Discussions

Playvox Announces AutoQA to Transform Quality Assurance with the Power of AI

Playvox, the leading provider of workforce engagement management (WEM) solutions for the digital-first and CRM-centric contact centre, announced AutoQA. The new AI-based SaaS product, which improves the efficiency of Quality Assurance (QA) efforts, is the result of Playvox’s acquisition of Prodsight and its integration into the award-winning Playvox Quality Management platform. Continue reading Playvox Announces AutoQA to Transform Quality Assurance with the Power of AI

Tech Mahindra and Quantre Solutions partner to provide next-generation customer communication services in US and UK

Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering services and solutions, announced a strategic partnership with Quantre Solutions, a customer communications management consulting service provider headquartered in the US. Continue reading Tech Mahindra and Quantre Solutions partner to provide next-generation customer communication services in US and UK

Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange

Medallia, the global leader in customer and employee experience, announced its frontline engagement and quality management app is now available on the Salesforce AppExchange. This integration makes it seamless for brands to receive agent-level customer feedback in Salesforce to power service recovery, agent coaching, and quick resolution of customer issues. Continue reading Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange

Pega Introduces Pega Customer Data Connectors for Deeper, AI-Powered Data Analysis and Better Customer Outcomes

Pegasystems, the low-code platform provider that builds agility into the world’s leading organizations, announced Pega Customer Data Connectors that enable clients to easily connect their existing customer data platforms (CDPs) and other signal providers to Pega Customer Decision Hub™. Continue reading Pega Introduces Pega Customer Data Connectors for Deeper, AI-Powered Data Analysis and Better Customer Outcomes

Currys Collaborates With Mindtree To Deliver A Connected Omnichannel Customer Experience

Mindtree, a global technology services and digital transformation company, announced that it has enabled the UK’s leading retailer of technology products and services, Currys, to deliver a connected and highly personalised omnichannel shopping experience to its customers across multiple markets. Continue reading Currys Collaborates With Mindtree To Deliver A Connected Omnichannel Customer Experience

ForgeRock Advances Identity Orchestration with Industry-First Capabilities for Delivering Superior Digital Identity Journeys

ForgeRock, a global identity leader, announced the availability of its next generation identity orchestration capabilities to enable enterprises to more easily deliver world-class customer and employee experiences secured by AI-driven threat protection. Continue reading ForgeRock Advances Identity Orchestration with Industry-First Capabilities for Delivering Superior Digital Identity Journeys

TechSee Partners With Digital Transformation Leader NeuraFlash to Provide Visual Engagement & AI-Powered Automation

TechSee, the market leader in Computer Vision solutions for customer service, announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing top-tier consulting & ISV service business. Continue reading TechSee Partners With Digital Transformation Leader NeuraFlash to Provide Visual Engagement & AI-Powered Automation