Research by Maintel, a specialist in customer service and communications technology, has revealed that the energy and utilities sector is falling short when it comes to delivering on customer service. Continue reading Brits dissatisfied with customer services, with energy and utilities sector coming bottom of the list
NICE Named a Leader in Intelligent Authentication and Fraud Prevention for the Second Consecutive Year by Leading Analyst Firm
NICE announced it has been recognized as a Leader for its Real-Time Authentication (RTA) and Fraud Prevention solutions by Opus Research for the second year successively. NICE’s innovative, self-learning ENLIGHTEN Fraud Prevention solution was highlighted as a key differentiator in the report entitled ’Intelligent Authentication and Fraud Prevention Intelliview.’ Continue reading NICE Named a Leader in Intelligent Authentication and Fraud Prevention for the Second Consecutive Year by Leading Analyst Firm
Innovative FinTech Startup Powers Mobile Engagement for Emerging Markets with 8×8
8×8 announced that OKO, a provider of index insurance and other farming-related services to smallholder farmers in emerging countries, has selected 8×8 to transform communications with farmers across Africa, dramatically improving service delivery and providing enhanced customer experiences via the 8×8 Communications Platform as a Service (CPaaS) Chat Apps API. Continue reading Innovative FinTech Startup Powers Mobile Engagement for Emerging Markets with 8×8
GlobalLogic Acquires ECS Group, a Leading UK-Based Digital Transformation Company
GlobalLogic Inc., a leader in Digital Product Engineering, announced that it has acquired ECS Group, a leading digital transformation and DevOps consultancy. Continue reading GlobalLogic Acquires ECS Group, a Leading UK-Based Digital Transformation Company
Star2Star’s Video Meetings Now Citrix® Ready™
Star2Star, a global leader in cloud-native communications, collaboration, and integration solutions for the enterprise, today announced that its Video Meetings platform has been verified as Citrix Ready. Continue reading Star2Star’s Video Meetings Now Citrix® Ready™
National Debt Relief Delivers Empathetic Customer Experiences By Leveraging Contact Center AI from Observe.AI
Observe.AI, a leader in Contact Center AI, announced that its platform has enabled National Debt Relief (NDR) to improve customer experience, automate quality assurance, and provide better coaching to its front-line agents. Continue reading National Debt Relief Delivers Empathetic Customer Experiences By Leveraging Contact Center AI from Observe.AI
Salesforce Einstein Now Delivers 80+ Billion AI-Powered Predictions Every Day
Salesforce announced that Einstein, the first comprehensive AI for CRM, now delivers more than 80 billion AI-powered predictions every day across all Salesforce products for sales, service, marketing and commerce. Continue reading Salesforce Einstein Now Delivers 80+ Billion AI-Powered Predictions Every Day
IPI launches IPI Cloud AI
IPI, the digital contact centre specialist, announced the launch of IPI Cloud AI, a SaaS-based portfolio of IPI’s own self-service applications teamed with AI capability from the world’s leading vendors. Continue reading IPI launches IPI Cloud AI
McKesson Selects InMoment to Drive Improvement of Unified Customer Experience Initiatives
InMoment®, the leading provider of Experience Improvement (XI)™, has been selected by McKesson to help deliver an improved Voice of Customer programme that gathers high quality feedback in news ways from physical and digital customer engagements. Continue reading McKesson Selects InMoment to Drive Improvement of Unified Customer Experience Initiatives
92% of IT decision-makers believe ITSM implementers fail customers
More than nine-in-ten IT decision-makers (92%) believe ITSM implementers are failing to meet the needs of customers, according to new research from specialist ITSM consultancy Xcession. Continue reading 92% of IT decision-makers believe ITSM implementers fail customers
ResponseTap appoints new VP of Sales
ResponseTap, Europe’s leading call tracking technology provider, has appointed Paul Wood as its VP of Sales, as the company continues to expand its suite of contact centre technology solutions. Continue reading ResponseTap appoints new VP of Sales
Vonage Powers Customer Support Communications and Authentication Solutions for Fisher & Paykel
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has been chosen by global appliances manufacturer, Fisher & Paykel, to drive customer service communications for customers in Australia, New Zealand, Singapore, the United Kingdom and the United States. Continue reading Vonage Powers Customer Support Communications and Authentication Solutions for Fisher & Paykel
EasyVista Announces EV Self Help on Salesforce AppExchange
EasyVista, a global provider of intelligent and automated solutions for Self-Service, Enterprise Service Management (ESM) and Customer Service Management (CSM), announced the launch of EV Self Help for Salesforce Service Cloud on Salesforce AppExchange, empowering customer service agents to quickly resolve issues with fully integrated knowledge at their fingertips. Continue reading EasyVista Announces EV Self Help on Salesforce AppExchange
Red Box Delivers Cloud Configurable Voice Recording to Fuel AI on Microsoft Azure
Red Box, a leading platform for voice, announces an extension of its relationship with Microsoft aligned to the launch of Conversa, Red Box’s enterprise voice platform. Continue reading Red Box Delivers Cloud Configurable Voice Recording to Fuel AI on Microsoft Azure
TouchPoint One Empowers Modern Contact Centers with New Acuity Performance Management Platform Update
TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centres, announced a significant update to the Acuity Contact Center Performance Management platform. Continue reading TouchPoint One Empowers Modern Contact Centers with New Acuity Performance Management Platform Update