Dataflix to Help NatureMills Deliver Better Customer Experience with Google Cloud Partnership

A 24/7 self-serve customer service with Google Cloud Dialogflow and Dataflix Messenger – driving engaging conversations NatureMills has selected Dataflix and Google Cloud as its strategic providers of AI-powered digital customer assistant, Nami. Choosing Dataflix and Google Cloud has enabled NatureMills to provide 24/7 AI-powered first level support to its customers while keeping the operational costs low. Marketing Technology News: Dwise Improves Geotargeting With Digital Element’s Location-based Technology Nami, an…

Verdane Acquires Market Research, Customer Experience and Employee Experience Leader Confirmit

Verdane Capital IX (Verdane) Is the Major Investor in Data Visualization Reporting Firm Dapresy AB and Will Merge the Two Companies Verdane, the Northern European specialist growth equity investor, has acquired Confirmit, the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. Verdane is the major investor in data visualization reporting firm Dapresy and will merge the two companies. "The combination of the Dapresy and Confirmit solutions will be unmatched in the…

Divisions Between IT and Business Could Impact Customer Experience, Says Pega Research

Study highlights lack of investment in areas most likely to have a positive CX impact Organizations must tear down the walls between IT and the business and make more customer-centric investments if they are to improve customer experience (CX), according to new research from Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises. Pega's 2020 Global Customer Experience Study was conducted among decision makers spanning 12 countries and seven different industries by…

Five9 to Acquire Virtual Observer, Formerly Known as CSI, to Enable Superior Customer Experience and Transform Contact Center Efficiency

Strategic acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption Five9, Inc., the leading provider of the intelligent cloud contact center, announced the execution of a definitive agreement to acquire Virtual Observer, formerly known as CSI, an innovative provider of cloud-based Workforce Optimization (WFO), also known as Workforce Engagement Management (WEM), solutions. Virtual Observer has been a Five9 partner for over three years with more than 150 joint customers. As customers…

Alorica Recognized as One of the Best Customer Experience Providers for the Sixth Year in a Row

The International Association of Outsourcing Professionals Includes Alorica in its Annual Global Outsourcing 100 List Alorica Inc., a global leader in customer experience solutions, announced it has earned a spot on the 2020 Best of The Global Outsourcing 100 (GO100) list for the sixth consecutive year. The annual list, presented by the International Association of Outsourcing Providers (IAOP), identifies the world’s best outsourcing service providers. We're thrilled to have secured a spot on IAOP’s Global Outsourcing…

5 Ways Predictive Intelligence Improves Customer Experience

Predictive Intelligence tools are helping companies improve their bottom line and reach their customers effectively. The term “Predictive Intelligence” might sound like an advanced tool that belongs in a Science fiction film. Nowadays, marketers are using this technology to deliver what their customers need. Also referred to as Predictive Analytics, Predictive Intelligence is composed of Statistics, Data Mining, Algorithms, and Machine Learning. It gives companies a powerful new edge, compensating for the ever-expanding…

Behavioral Signals Partners with Neuraswitch to Advance Customer Experience Analysis Solution

Neuraswitch to leverage Behavioral Signals’ Emotion AI Solution, OliverAPI Behavioral Signals, a Los Angeles-based software company and leading provider in emotion artificial intelligence for speech recognition technology, announces its partnership with Neuraswitch to offer emotion and behavioral call summaries as part of their Customer Experience Analysis Solution. The solution will leverage Behavioral Signals’ OliverAPI and its multitude of metrics to provide an account of both the customers and the CSR/Agent’s emotional…

CDK Global Research Reveals Impacts of Customer Experience Roles in Automotive Retail Industry

Women in Customer Experience Roles Translates to Big Wins for Dealers and Customers CDK Global, Inc., a leading retail automotive technology company, announced today new research findings on the evolving Customer Experience (CX) Manager role in dealerships, specifically how women are finding success in such roles and the overall impact of CX roles on customer retention and dealer success. “Proving relevance through research allows dealers to make data-driven decisions and take actions that improve profitability. ”…

The 4 Most Important Ways Software Impacts Your Customer Experience

Customers may not be interested in your customer experience software – but your company absolutely should be. When done right, a simple and sophisticated customer experience platform is a key tool for creating loyalty. For companies, it means being able to seamlessly communicate with customers across the channels they want – including email, chat, text, phone, and social media. For customers, it fosters a sense of trust that they can reach you the way they want. And since less than 30% of companies offer social messaging,…

Oracle Helps Major Insurer Streamline Customer Experience

Oracle Communications' SD-WAN eliminates downtime and improves customer resolution times for F&G F&G Annuities & Life (F&G) is using Oracle SD-WAN to boost customer service by reducing network interruptions. F&G's network relies on virtual desktop infrastructure (VDI) to serve nearly 700,000 customers across the United States. F&G's VDI includes business critical cloud collaboration, contact center, ERP and customer experience applications. In the past, network circuits would drop, forcing…

Leverage Intelligence for Exceptional Customer Experiences

An exceptional customer experience (CX)—in the eyes of the customer—is one where you engage with them at the right time, with a relevant message, while having the utmost respect for their privacy. Consider that 67% of consumers feel it’s important for brands to adjust content based on their current context, and 42% said they get “annoyed” when their content isn’t personalized. Strong security increases customer satisfaction by almost 30%, and 87% of customers will take their business elsewhere if they don’t trust a…

Customer Experience Market Converging as Qualtrics Extends Its Position as the Clear Market Leader

In Q4 2020, More Than 1,300 Customer Experience Programs Were Launched Using Qualtrics CustomerXM--Which Means More CX Programs Were Launched Using Qualtrics Than All Other Leading Customer Experience Providers Combined Qualtrics, the leader in customer experience (CX) and creator of the experience management category, today announced a record-breaking year for CustomerXM™. Qualtrics CustomerXM allows companies to predict, deliver, measure, and take action to improve the customer experience and impact key business…

Wirecard Becomes Official Development Partner of SAP to Drive Innovative Customer Experiences

Wirecard Is an Official Development Partner of SAP in the Area of Cloud Solutions Within the Framework of The SAP PartnerEdge Program Wirecard, the global innovation leader for digital financial technology, and SAP, the market leader in enterprise application software, are taking their long-standing partnership to a new level. Wirecard will combine its technologies with individual product divisions of SAP to deliver joint solutions that complete the customer journey and offer new kinds of digital customer experiences.…

Glovo Delivers Optimal Customer Experience With 2,400 Agents on Talkdesk Enterprise Cloud Contact Center

Talkdesk’s flexible, scalable and reliable cloud solution increases customer service capabilities for fast-growing mobile app delivery service in more than 20 countries  Talkdesk, Inc., the cloud contact center for innovative enterprises, today announced Glovo selected Talkdesk as its contact center solution. Glovo is an on-demand courier service that purchases and delivers any product through its mobile app. As one of the fastest-growing delivery players in Europe, Hispanic America and Africa, with more than 2,400 agents…

Qualtrics Appoints Customer Experience Industry Veteran to Run its Market-Leading CustomerXM Business

New Qualtrics CustomerXM leader Brian Stucki Will Leverage His Extensive Background in Customer Experience Solutions and Enterprise Customer Success to Continue Qualtrics' Unprecedented Growth and Leadership in the Customer Experience Industry Qualtrics, the leader in customer experience and creator of the experience management category, today announced the appointment of customer experience (CX) industry veteran Brian Stucki to lead the Qualtrics CustomerXM™ business. Stucki is responsible for leading the global…

Intellecta AI-Driven and Multichannel Analytics from OnviSource Delivers Automation for Workforce Optimization, Customer Experience…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

26-Year Contact Center And Customer Experience Industry Veteran Joins Forces With PACE Leadership

Growth and expansion of industry demand spawns new communities, events, learning, leadership concepts, and Corporate CX Council Leadership Summit to non-profit trade association Today, the Professional Association for Customer Engagement (PACE) the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center, announces the addition of Christa Heibel to the PACE Team in an Interim Executive Director role to support strategic initiatives and member…

LendingPoint Chooses Vonage’s Unified Communications and Contact Center Solutions to Drive Growth and Transform Customer Experiences

Deal to lower costs and power connections for LendingPoint's global workforce Vonage, a global business cloud communications leader, today announced that LendingPoint, a data and technology platform provider for financial institutions, has chosen Vonage for its unified communications and contact center solutions to power all of LendingPoint's communication channels. "We're delighted to be working with an award-winning, technology company like LendingPoint. We've been watching their growth journey and are excited to see…

AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience in the Latin American Contact Center Market

AlmavivA makes significant improvements to clients' operations and ownership experience through the use of advanced technologies and a wide footprint Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan recognizes AlmavivA with the 2020 Latin American Competitive Strategy Innovation and Leadership Award for its emphasis on service improvements. Its use of advanced technologies, reimagined services portfolio, superior agent experience, and geographically…

Amdocs Announces CES20, the Disruptive Cloud-Native Version of Its Market-Leading Customer Experience Suite

CES20 Accelerates Service Providers’ Journey to the Cloud and Powers Move From Legacy Systems to a Leading Microservices-Based Suite; CES20 Capabilities Already Adopted at Leading Providers Around the World Amdocs, a leading provider of software and services to communications and media companies, announced the release of Amdocs CES20, a fully cloud-native, microservices-based version of its market-leading customer experience suite. Designed to run on any combination of major public and private clouds, CES20 offers service…