KONE, a global leader in the elevator and escalator industry, has strengthened its partnership with Orange Business Services by moving its global contact centre solution to the cloud. This is part of KONE’s ongoing commitment to delivering a high-quality end user experience worldwide. Continue reading KONE Strengthens Its Partnership With Orange Business Services and Migrates Its Contact Centre Infrastructure to the Cloud
RingCentral Introduces Direct Calls from Salesforce
RingCentral announced the release of in-app calling for Salesforce. The new feature enables sales agents to make, transfer, and control phone calls directly from Salesforce, resulting in increased productivity and efficiency, and empowering sales agents to drive improved customer engagement. Continue reading RingCentral Introduces Direct Calls from Salesforce
Odigo becomes Google Cloud Contact Center AI Partner
After two years as a Google Cloud Technology Partner, Odigo, a global leader in Contact Centre as a Service (CCaaS) solutions, is now a partner for Google Cloud’s Contact Center AI (CCAI) solution. Odigo further expands the geographical reach of Google Cloud’s conversational artificial intelligence (AI) products. Continue reading Odigo becomes Google Cloud Contact Center AI Partner
TTEC Named by Forbes Magazine as One of America’s Best Large Employers of 2021
TTEC, a leading digital Customer Experience as a Service (CXaaS) partner for many of the world’s most iconic and disruptive brands, announced it was named as one of America’s Best Employers of 2021 by Forbes magazine. Continue reading TTEC Named by Forbes Magazine as One of America’s Best Large Employers of 2021
Twilio’s Annual State of Customer Engagement Report Finds Digital Engagement Is Key to Business Survival in a Post-Pandemic World
Twilio, the leading cloud communications platform, released its second annual State of Customer Engagement Report. Continue reading Twilio’s Annual State of Customer Engagement Report Finds Digital Engagement Is Key to Business Survival in a Post-Pandemic World
Arise Virtual Solutions named a Leader in Everest Group’s 2021 PEAK Matrix® for Work at Home Agent Customer Experience Management
Arise Virtual Solutions, the worldwide leader in work-from-home customer support, announced the company was recognized as a Leader in Everest Group’s 2021 PEAK Matrix® Assessment for Work at Home Agent (WAHA) Customer Experience Management (CXM). Continue reading Arise Virtual Solutions named a Leader in Everest Group’s 2021 PEAK Matrix® for Work at Home Agent Customer Experience Management
Kustomer Launches New App Marketplace, Making it Easy for Businesses to Connect Tools, Processes and Data into a Unified Customer Experience
Kustomer, a top-rated CRM for modern customer experiences, launched the Kustomer App Marketplace, a curated set of applications and integrations that can be easily added to the Kustomer platform for a unified, omnichannel customer experience. Continue reading Kustomer Launches New App Marketplace, Making it Easy for Businesses to Connect Tools, Processes and Data into a Unified Customer Experience
Calabrio charts record year-on-year UK growth as demand for cloud technology soars during lockdown
Calabrio, the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. Continue reading Calabrio charts record year-on-year UK growth as demand for cloud technology soars during lockdown
Benenden Health selects Sabio to support critical customer engagement technologies
Benenden Health, a not-for-profit healthcare provider has signed a services contract with Sabio Group to deliver support for its core customer engagement technology and Workforce Optimisation (WFO) platforms. Continue reading Benenden Health selects Sabio to support critical customer engagement technologies
Cirrus to Provide Seamless Cloud Contact Centre Solution Within Microsoft Teams
Cirrus, the leaders in cloud contact centre solutions, has announced its full omnichannel offering is now available as a native application within Microsoft Teams, enabling contact centre agents to deliver a consistent experience regardless of channel or location. Continue reading Cirrus to Provide Seamless Cloud Contact Centre Solution Within Microsoft Teams
NICE inContact Wins Gold Stevie Award for its Leading Cloud Customer Experience Platform
NICE inContact, a NICE business, announced that NICE inContact CXone, the leading cloud customer experience platform, has been named a Gold winner in the 2021 Stevie Awards for Sales & Customer Service within the “contact center solution – new version” category. Continue reading NICE inContact Wins Gold Stevie Award for its Leading Cloud Customer Experience Platform
Verint Intelligent Virtual Assistant First to be Named a Leader in Three Distinguished Industry Evaluations
Verint® announced that multiple industry research evaluations have named its Intelligent Virtual Assistant (IVA) solution a market leader. Continue reading Verint Intelligent Virtual Assistant First to be Named a Leader in Three Distinguished Industry Evaluations
InterSystems Launches Automated Appointment Booking Solution for COVID Vaccinations
InterSystems announced that users of its InterSystems TrakCare® unified healthcare information system now have access to an appointment booking system to schedule COVID vaccinations that has already saved one regional health board more than 500 hours of call centre time over 16 days when booking NHS staff vaccination appointments. Continue reading InterSystems Launches Automated Appointment Booking Solution for COVID Vaccinations
[24]7.ai Earns Top Score in Opus Research’s Decision Makers’ Guide to Enterprise Intelligent Assistants Report 2021 Edition
[24]7.ai, a global leader in using conversational AI to transform customer experience, announced that its flagship product [24]7.ai Engagement Cloud was awarded a top rating in the Intelligent Assistant sector report from Opus Research. Continue reading [24]7.ai Earns Top Score in Opus Research’s Decision Makers’ Guide to Enterprise Intelligent Assistants Report 2021 Edition
UJET Announces Partnership with Google Cloud Contact Center AI and Integration of Google Cloud Dialogflow CX
UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact centre, announced its partnership with Google Cloud’s Contact Center AI (CCAI) and integration of its AI-Powered Conversational CX, UJET Virtual Agent with Google Cloud Dialogflow CX. Continue reading UJET Announces Partnership with Google Cloud Contact Center AI and Integration of Google Cloud Dialogflow CX