Fuze Recognized by Frost & Sullivan for Delivering Superior Customer Experiences

Based on its recent analysis of global cloud unified communications and collaboration (UCC) adoption strategies, Frost & Sullivan recognizes Fuze, Inc. as a leader in customer success with the 2020 Global Customer Value Leadership Award. Enterprises migrating their mission-critical communications and collaboration workloads to the cloud will need credible and qualified providers to ease the transition and generate optimum value from their investments. Fuze has uniquely responded to this need with a solution portfolio…

Fortune50 Logistics Company Selects Tenfold to Improve Customer Experience

Tenfold, the world's leading provider of Advanced CTI solutions announced that a global Fortune50 Logistics Company has selected Tenfold's offering powered by their strategic partnership with Avaya to transform and improve their global service operations for 10,000 customer service reps. This collaboration will natively connect Tenfold's real-time cloud integration layer and intelligent integrated desktop agent with the market-leading Avaya Contact Center and Unified Communications suite for a fully integrated experience…

Planterra Foods Selects Alida to Optimize the Customer Experience

Planterra Foods will use the Alida Sparq digital insights platform to make decisions with their customers, not for them Alida (formerly Vision Critical), creator of the world’s first CXM and insights platform, today announced that Planterra Foods, an innovative plant-based protein start-up, has chosen its Alida Sparq digital insights platform to uncover customer insights that unlock real-time feedback to build more innovative products and a better customer experience. Marketing Technology News: Now, One WhatsApp Business…

Slingshot Launches Integrated Chatbot and IVR-to-Text to Deliver a Modern Customer Experience

Slingshot Shared Record Breaking Metrics for Customer Interactions During the Slingshot Reveal Along With Their Product Strategy That Will Enable Pest Control and Home Services Providers to Automate Scheduling, Billing, and Other Customer Service Tasks. Slingshot, the leading 24/7 customer engagement and sales service platform for pest control and home services providers, announced yesterday their 1 millionth customer interaction for 2020 and presented their product automation strategy at the Slingshot Reveal. The virtual…

Customer Experience Report Reveals Global Marketing Pivot to Drive Accelerated Digital Transformation

Marketing investments yield ROI, while changing consumer behaviors during the COVID-19 pandemic reinforce digital shift A new global research study of 8,000 consumers and 800 marketers examines how COVID-19 has forced brands and customers to rapidly adapt to a digital-first reality. The report, conducted by digital experience leader Acquia, looks at trends across three dimensions: technology, talent, and personalized use of touchpoints to optimize the customer experience (CX). It also examines changing consumer…

Sitel Group is Recognized as Leader in AI, Analytics, Automation and More in Information Services Group’s Annual Provider Lens Contact…

Sitel Group is honored as the leading provider for automation, digital and customer experience services in ISG's Archetype Report and a leader for AI & analytics and digital operations in ISG's global report Sitel Group, a global leader in end-to-end customer experience (CX) products and solutions, announced it was recognized as a leader in both the Information Services Group (ISG) Provider Lens™ Contact Center - Customer Experience Services Archetype Report and global report. The Archetype Report measured the…

Medallia Partners with Tableau to Help Companies Visualize Customer Experience Data and Get it Into the Hands of More Customer-Facing…

New partnership and integration gives Medallia customers API-based connector to integrate Medallia experience management feedback insights into Tableau Medallia, (MDLA) the global leader in experience management, announced it has partnered with Tableau, the leading analytics platform. This partnership brings together Medallia’s best-in-class experience insights with Tableau’s advanced analytics and data visualization capabilities enabling more people across the enterprise to uncover powerful insights and make data-driven…

Blustream Raises $3 Million to Bridge the Customer Experience Gap with Product Usage Data

Product Usage Data Connects Brands and Customers to Create Meaningful After-Sale Engagements Blustream, the leading after-sale customer engagement company, announced it has raised $3 million in funding to power the brand-customer relationship with product usage data and fuel digital transformation efforts for physical goods companies via the Blustream Product Experience Platform. York IE led the round of funding with additional support from existing investors. Marketing Technology News: Adzymic Expands Into Thailand,…

Invoca Announces Three New Conversation Intelligence Solutions for Sales, eCommerce, and Customer Experience Teams

At its 6th annual conference, Invoca announced three new solutions that extend its AI-powered conversation intelligence platform beyond the marketing organization to also serve sales, eCommerce, and customer experience teams. The new solutions will allow all revenue teams at business-to-consumer (B2C) brands to create better buying experiences, drive more leads, and increase revenue. By helping brands understand conversation data and activate it across their technology stack, Invoca's Active Conversation Intelligence…

Concentrix Releases Cloud Platform for Digital Customer Experience Management

Concentrix, a leading global Customer Experience Solutions Company, announced Concentrix Experience Platform (XP), the CX industry's newest platform for next-generation customer experience management. The global shift to digital and remote work has accelerated the need to reduce contacts in a scalable and resilient fashion making it easier to digitally empower customers and agents alike. Marketing Technology News: Deliveroo and Onfido Expand Partnership to Provide Streamlined Digital Identity Verification Concentrix…

Merkle Enters into Strategic Collaboration Agreement with AWS to Help Brands Deliver the Total Customer Experience

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, announced that it has signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). Through this collaboration, Merkle can help enterprises accelerate data transformation using AWS, reinforcing its commitment to helping brands deliver the total customer experience. This relationship will serve clients undergoing data modernization by providing an end-to-end accelerated cloud transformation solution. The move…

CGS Commended by Frost & Sullivan for its Introduction of Augmented Reality in an Immersive Customer Experience Solution, Teamwork AR

Teamwork AR addresses businesses' changing demands by delivering remote support, enhanced training, and more interactive sales engagement Based on its recent analysis of the European customer experience (CX) outsourcing services market, Frost & Sullivan recognizes CGS with the 2020 European New Product Innovation Award for its Teamwork AR solution. The Teamwork AR app works on any device – smartphone, laptop, or tablet – giving users access to self-guided assistance in an augmented reality (AR) setting, making the…

Airkit Launches with $28 Million in Funding to Fix the Last Mile of Digital Customer Experience for Leading Brands

Airkit, the world’s first Low-Code Platform for Customer Engagement, announced general availability of its solution for building customer experiences with $28M in funding from Accel, Emergence Capital, and Salesforce Ventures. Airkit CEO Stephen Ehikian and CTO Adam Evans were previously the COO and CTO/co-founder, respectively, of RelateIQ, a relationship intelligence company acquired by Salesforce.com in 2014. Airkit already counts SkipTheDishes, Turo, Agero, EZR, a Fortune 500 Insurance Company and a Fortune 1000 Bank…

Sabio Group Extends Customer Experience Capability With Anana Acquisition

Sabio Group has acquired customer experience solutions specialist Anana. The acquisition supports Sabio’s goal to become the leading player across the European customer experience market, adding scale and significantly strengthening the organization’s multi-vendor capabilities across EMEA. Founded in 2001, and with over 100 employees operating out of the UK and South Africa, Anana is an award-winning Genesys Partner with Genesys Engage, Genesys Cloud, and AppFoundry Partner accreditation. Anana provides a comprehensive…

Companies With Agile and Collaborative Customer Experience Programs Say They Demonstrated Financial Growth During Pandemic, Study Shows

SurveyMonkey research shows that 89% of surveyed C-level executives say that they are extremely invested in CX, and 87% of professionals say that their organization finds customer feedback holds more importance now than before COVID-19 SurveyMonkey, a leader in agile software solutions for customer experience, market research, and survey feedback, today shared the findings from its new report that examines the current state of customer experience (CX). The research identifies how prioritizing CX can help companies in…

Zappix Partners with Customer Touch Point to Improve Customer Experiences

Customer Touch Point (CTP) has improved customer experiences globally by combining honest, respectful expertise, a get-things-done mentality, and powerful technology partnerships. Zappix customer self-service experiences and digital patient engagement solutions represent yet another powerful partnership to enhance the frictionless user experiences Customer Touch Point has delivered for years. With fast, intuitive, and digital automation, Zappix solutions deliver the CX consumers want through the channel they prefer.…

Publicis Sapient Named a Leader in the IDC MarketScape for Worldwide Customer Experience Improvement Services

Publicis Sapient, the digital transformation hub of Publicis Groupe, has announced it has been named a Leader in the IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment. Publicis Sapient was among 13 service providers that participated in this evaluation. The report, authored by Douglas Hayward, Research Director, Worldwide Digital Strategy and Agency Services at IDC, noted that “Publicis Sapient is a good fit for organizations looking for a partner combining the creativity of a…

Leverage NLP-based UniMRCP Integration To Power Modern Customer Experience

Clients can now implement state of the art speech recognition into their IVR solutions using Deepgram’s UniMRCP  IVR technology is witnessing a tectonic shift toward becoming a full-blown virtually managed deep science technique for contact centers and customer support management platforms. And, it’s the customer preference that’s pushing IVR platforms to leverage more of AI ML and marketer’s behavioral marketing intelligence capabilities to solve Customer experience issues commonly linked to IVRs. Business analysts…

Forrester’s New Touchless Customer Experience Solution Tracks Real-Time Consumer Feedback During Pandemic

With FeedbackNow, leading brands gain critical in-the-moment consumer feedback safely to manage customer sentiment Forrester unveiled the touchless version of FeedbackNow, a real-time customer experience (CX) data collection solution at the point of experience to ensure the safety of customers and employees. As businesses reopen and travel becomes normal again, consumers expect safety, comfort, and control of their environment and in how they interact with brands. With cleanliness and hygiene being top of mind for…

ActiveCampaign Expands Its Customer Experience Automation (CXA) Solution to Power Service and Advocacy Through the Entire Customer Lifecycle

Customer support and account management teams now have the tools to strengthen customer advocacy through more personalized customer dialogue at every touchpoint ActiveCampaign, the leader in Customer Experience Automation (CXA), launched their CXA for Service solution, which meaningfully connects service and support interactions to the entire customer experience. Too many businesses treat success and support as an afterthought, and rely on canned responses, cold outreach, and autoresponders for post-sale customer…