Medallia, the global leader in customer and employee experience, announced Talisis, an education and skill development platform, has experienced a 20-point Net Promoter Score® (NPS) increase in a single year using Medallia Experience Cloud. Continue reading Talisis Delivers Best-in-Class Experience Through Medallia’s Industry Leading Experience Platform
UK organisations ramp up customer experience, with 59% making investments in customer service operations over past two years
Nearly six out of ten (59%) of IT professionals across the UK said their organisation increased its investment into customer service operations over the past two years. That’s according to a new study commissioned by Enghouse Interactive. Continue reading UK organisations ramp up customer experience, with 59% making investments in customer service operations over past two years
London Borough of Hounslow Modernises Local Government with 8×8 XCaaS™
8×8, a leading integrated cloud communications platform provider, announced that the London Borough of Hounslow has deployed 8×8 XCaaS™ (eXperience Communications as a Service™) with 8×8 Voice for Microsoft Teams to support over 1,500 employees. Continue reading London Borough of Hounslow Modernises Local Government with 8×8 XCaaS™
ASAPP AutoTranscribe, World’s Most Accurate Real-time Speech-to-Text Technology for Contact Centres, Now Available as API
ASAPP, Inc., the AI Cloud company for Contact Centers launched AutoTranscribe—the most accurate, real-time, speech-to-text transcription service. Continue reading ASAPP AutoTranscribe, World’s Most Accurate Real-time Speech-to-Text Technology for Contact Centres, Now Available as API
Bambuser and LVMH signs 3-year renewal of Master Agreement
Bambuser announced it has signed a renewal of the Master Agreement with LVMH Moët Hennessy Louis Vuitton (LVMH). The Master Agreement includes the One-to-One and the One-to-Many solutions from the Bambuser product suite. Continue reading Bambuser and LVMH signs 3-year renewal of Master Agreement
Observe.AI Research Reveals Contact Centres Are 10X More Prepared with Conversation Intelligence
Observe.AI, an Intelligent Workforce Platform that transforms contact centres through AI, unveiled its latest research, State of Contact Center Conversation Intelligence 2022. Continue reading Observe.AI Research Reveals Contact Centres Are 10X More Prepared with Conversation Intelligence
SugarCRM Named a Leader in the 2022 Nucleus Research Marketing Automation Technology Value Matrix
SugarCRM, provider of the award-winning AI-driven CRM platform, announced it has been named to the Leader Quadrant in the 2022 Nucleus Research Marketing Automation Technology Value Matrix. Continue reading SugarCRM Named a Leader in the 2022 Nucleus Research Marketing Automation Technology Value Matrix
Sitel Group Wins Gold Globee Award Customer Service Innovation
The Globee® Awards, organizers of the world’s premier business awards and business ranking lists, has named Sitel Group® as a Gold-Award winner in the 9th Annual 2022 Sales, Marketing, Customer Success, and Operations Awards. Continue reading Sitel Group Wins Gold Globee Award Customer Service Innovation
Teleperformance UK selects PCI Pal to secure expanding payment methods for global enterprise customers
PCI Pal®, the global SaaS provider of secure payment solutions, has announced a partnership with Teleperformance Limited a leader in omnichannel customer care solutions and integrated digital business services. Continue reading Teleperformance UK selects PCI Pal to secure expanding payment methods for global enterprise customers
Red Box and EvaluAgent join forces to improve call centre performance through voice data
Red Box, the leading platform for voice capture, and EvaluAgent, the all-in-one quality and performance management platform, have joined forces to enable call centre managers to access high quality voice conversations and transform quality assurance (QA) processes through automation. Continue reading Red Box and EvaluAgent join forces to improve call centre performance through voice data
Aircall exceeds $100 million in annual recurring revenue, and reaches Centaur status
Aircall, the connected business phone, announced it has passed $100 million in Annual Recurring Revenue (ARR), reaching the exclusive centaur status that only about 150 private companies in the cloud industry, worldwide, have achieved. Continue reading Aircall exceeds $100 million in annual recurring revenue, and reaches Centaur status
New Oracle Cloud CX for Utilities Solution Helps Agents Resolve Issues Faster and Better Support Customers
Oracle announced Oracle Utilities Agent Service, a new cloud application specifically for utility customer service teams. Agent Service brings billing, usage, and interaction history together in a single dashboard to provide agents a holistic view of each customer. Continue reading New Oracle Cloud CX for Utilities Solution Helps Agents Resolve Issues Faster and Better Support Customers
InMoment Releases Major Updates to XI Platform to Help Companies Deliver Integrated Experiences Across the Entire Customer Journey
InMoment®, the leading provider of Experience Improvement (XI)™ solutions, announced a powerful set of technology innovations on its market-leading XI Platform that help organizations acquire new customers, retain and increase loyalty of existing customers, and drive improved business performance–all within one seamlessly integrated platform. Continue reading InMoment Releases Major Updates to XI Platform to Help Companies Deliver Integrated Experiences Across the Entire Customer Journey
Telinta Enhances its WebRTC Solution for VoIP Service Providers
Telinta, a global leader in cloud-based softswitch solutions for VoIP service providers, announced several enhancements to its white label WebRTC solution. Continue reading Telinta Enhances its WebRTC Solution for VoIP Service Providers
Zendesk to be acquired by investor group led by Hellman & Friedman and Permira for $10.2 billion
Zendesk announced it has entered into a definitive agreement to be acquired by an investor group led by leading global investment firms Permira and Hellman & Friedman LLC (“H&F”) in an all-cash transaction that values Zendesk at approximately $10.2 billion. Continue reading Zendesk to be acquired by investor group led by Hellman & Friedman and Permira for $10.2 billion