United Power Electrifies Their Customer Experience with Bright Pattern Cloud Contact Center Software

Bright Pattern replaces top cloud contact vendor with significantly better ease of use, agent experience, agent productivity, omnichannel reporting, omnichannel quality management, and reliability Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was deployed by United Power. United Power is a member-owned, not-for-profit electric cooperative that provides electricity to more than 97,000 homes and businesses along Colorado's northern front range. United Power is committed to…

LiveVox, a Leading Cloud-Based Contact Center Platform, to Merge with Crescent Acquisition Corp

LiveVox will be only the second publicly-traded pure-play CCaaS company Transaction includes $75 million PIPE anchored by top-tier mutual fund and institutional investors Current LiveVox owners, led by majority shareholder Golden Gate Capital, expect to hold approximately 59% of the newly public company LiveVox, a leading cloud-based provider of customer service and digital engagement tools, announced it has entered into a merger agreement with Crescent Acquisition Corp, a publicly-traded special purpose acquisition…

Clarabridge CX Analytics Launches AWS Contact Center Intelligence Solution

A leader in AI-powered text and speech analytics leverages Amazon Transcribe within the AWS Partner Network, enabling organizations to extract insights from calls and hundreds of other customer feedback sources in a centralized platform Clarabridge, a global leader in Customer Experience Management (CEM) for some of the world’s top brands, announced that the Clarabridge CX Analytics solution now integrates with Amazon Web Services (AWS) Contact Center Intelligence (CCI), introducing Clarabridge into the AWS Partner Network…

Talkdesk Broadens Machine Learning Capabilities With Amazon Web Services Contact Center Intelligence

Talkdesk collaboration with AWS CCI boosts artificial intelligence integration and customer experience personalization Talkdesk is expanding its machine learning offering through AWS CCI to include a wider range of machine learning-driven options and capabilities Talkdesk customers gain a new level of flexibility to augment product capabilities Talkdesk is enriching Talkdesk Agent Assist and Talkdesk Speech Analytics products by leveraging Amazon Transcribe Talkdesk, Inc., the cloud contact center for…

UJET CCaaS Cloud Contact Center Now Available on Oracle Cloud Marketplace

Ultra-Modern Contact Center Unifies Enterprise Customer Data with Oracle Cloud CX Service for a Single Source of Truth and more Intelligent Customer Experience UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center, and a member of the Oracle PartnerNetwork (OPN), today announced its integration with Oracle Cloud CX Service and its availability on Oracle Cloud Marketplace. Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners. Marketing…

UJET CCaaS Cloud Contact Center Unifies Enterprise Customer Data with Oracle Cloud CX Service

UJET CCaaS Cloud Contact Center Now Available on Oracle Cloud Marketplace for a Single Source of Truth and more Intelligent Customer Experience using Enterprise Customer Data UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center, and a member of the Oracle PartnerNetwork (OPN), today announced its integration with Oracle Cloud CX Service and its availability on Oracle Cloud Marketplace. Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners.…

Deloitte Digital Elevates the Future of Contact Centers

Deloitte Digital announced a new offering uniting the organization's experience in large scale contact center transformations and human-centered design with the latest capabilities of Salesforce Service Cloud Voice. The new offering will enhance omni-channel customer experience capabilities for contact centers for businesses across customer-facing industries such as government, financial services, health care, and consumer, to better meet the needs of customers and agents. Deloitte Digital's offering delivers Salesforce…

Lifesize Augments Cloud Contact Center Capabilities and Application Integrations to Deliver Enriched Omnichannel Customer Experience

Enhancements to CxEngage platform and integrations with industry-leading applications improve automation and intelligence, agent productivity, workforce optimization and reporting Lifesize, a global innovator of immersive enterprise communication solutions, announced a bevy of new features and integrations for the Lifesize CxEngage contact center-as-a-service (CCaaS) platform. Ranging from conversational AI to reporting capabilities, these enhancements enable contact center agents to be more effective in their work and…

Sitel Colombia to Open State-of-the-Art MAXhub, a Reimagined Contact Center

Sitel Group, a global leader in end-to-end customer experience (CX) products and solutions, announced it will hire 11,000 positions in 2021 to meet the needs of rapid client growth in Colombia. In addition, Sitel Group is entering the Barranquilla market with the opening of a MAXhub. Designed as a hybrid co-working center, the MAXhub is dedicated to in-person collaboration, training and development and employee engagement. Associates have access to socializing areas, computers and wellness spaces, and the site enables…

Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Thrive in an All-Digital, Work-from-Anywhere World

Service leaders will be able to predict customer demand and organize their workforce to staff the right agents with the right skills at the right time -- all on the world's #1 CRM Salesforce, the global leader in CRM, introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel. With COVID-19, contact centers are dealing with a huge…

Frost & Sullivan Profiles Bright Pattern as a Top Vendor in Latest Contact Center Software Report

Bright Pattern, leading provider of AI-powered cloud contact center software, recognized by Frost & Sullivan for innovation in Omnichannel, AI, and IT Service Management functionality Bright Pattern announced its placement as a top vendor in the latest Frost & Sullivan Contact Center Software Buyers Guide for the second consecutive year. Coming off of a record growth year for Bright Pattern with over 100% bookings growth, the company is being recognized for its omnichannel conversations capability, omnichannel…

National Debt Relief Delivers Empathetic Customer Experiences By Leveraging Contact Center AI from Observe.AI

Speech Analytics and Contact Center AI Improve Experiences for Both Clients and Agents 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. NDR, one of the country’s largest and most reputable debt relief companies, leverages the Observe.AI platform to analyze 100% of call interactions and automatically surface key areas of concern for customers while…

Servion Global Solutions and Jacada Join Forces to Build Automation-First Contact Centers & Deliver Effortless Customer Experiences

Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Servion Global Solutions, a leading Contact Center and Customer Experience (CX) solution provider headquartered in Princeton, NJ. The partnership enables Servion to resell, deploy and support Jacada’s entire customer service automation portfolio globally. Businesses continue to compete on customer experience more so than on price or product. The pandemic has only exacerbated the challenges for laggards…

Evolve IP Named To The Gartner Magic Quadrant for Contact Center as a Service

Evolve IP, the world's leading provider of Work Anywhere solutions, announced that Gartner has named it to the Magic Quadrant for Contact Center as a Service. Evolve IP's omnichannel offering, which runs 30-40% less than comparable services, also rates higher for client satisfaction from validated users. On Gartner Peer Insights, the service has received 4.7 out of 5 stars and a 92% client recommendation rate. "No other contact center provider in the world delivers an award-winning omnichannel solution for agents and…

Volteo Digital Names Vonage Partner of Choice to Power Enhanced Customer and Contact Center Experience

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has been appointed by multinational ServiceNow Elite partner Volteo Digital as a strategic partner of choice to provide its enterprise customers with contact center capabilities. With Vonage Contact Center for ServiceNow, Volteo Digital and ServiceNow customers will have access to customized agent, employee, and customer workflows that deliver great experiences and unlock productivity. Marketing Technology News:…

NICE inContact Named a Cloud Contact Center Leader by Gartner

NICE inContact, a NICE business, announced that Gartner has recognized the company as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. The company was positioned the highest overall for its ability to execute. This Gartner 2020 Magic Quadrant evaluates CCaaS providers that can serve customers around the globe. This is the first year the Magic Quadrant has evaluated vendors in one global report, assessing providers based on global execution and vision. This Magic Quadrant provides…

Tricolor Deploys an Advanced Omnichannel Contact Center With Orange Business Services

Russian digital services operator Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys, a global leader in cloud customer experience and contact center solutions. Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia. By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact…

Talkdesk a Leader in 2020 Gartner Magic Quadrant for Contact Center as a Service

Talkdesk, Inc., the cloud contact center for innovative enterprises, announced its recognition as a Leader by Gartner in the inaugural multi-regional 2020 Magic Quadrant for Contact Center as a Service (CCaaS). Gartner performed a rigorous evaluation of 13 global contact center vendors for Completeness of Vision and Ability to Execute. Marketing Technology News: Zoho Announces Partnership With Tata Consultancy Services According to Gartner, "Leaders are best described as suppliers with strong support for the four…

Genesys Named a Leader in the Gartner 2020 Magic Quadrant for Contact Center as a Service

Genesys, the global leader in cloud customer experience and contact center solutions, has been positioned by Gartner, Inc. as a Leader in the 2020 Magic Quadrant for Contact Center as a Service. The company placed furthest overall for completeness of vision. "Today, organizations are accelerating their cloud strategies to manage the exceedingly digital nature of business and rising consumer expectations. Genesys Cloud delivers the agility, ease, and the flexibility needed to design their own customer experiences to…

Vonage and Evolutio Announce Strategic Partnership, Offer Vonage Contact Center to Companies Throughout Spain

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced a strategic reseller partnership of Vonage Contact Center with Evolutio, a leading provider of cloud-based services across Spain. This agreement reinforces Evolutio's position as a leading independent cloud-based service provider in the region. Partnering with Vonage enables Evolutio to seamlessly sell, deploy, and implement contact centers that meet today's critical need for organisations of all sizes…