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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…

Aceyus Leverages AWS to Streamline Contact Center Operations

Powered by AWS, Aceyus VUE cloud platform elevates the customer experience with real-time reporting data and full visibility into call centers and now supports Amazon Connect Aceyus Inc., a leading provider of customer experience solutions specializing in enterprise-level data management and reporting, announces that it is using the elasticity and scalability of Amazon Web Services (AWS) to power its new Aceyus VUE cloud platform with support for a variety of cloud center providers around the world. The cloud-based platform…

Kakapo Systems Launch SMS Queues for Unity Contact Center

Kakapo Systems, a developer of UCaaS and Call Center user applications for the Cisco BroadSoft platform, announced the release of SMS Queues for the Unity Contact Center. Unity Contact Center allows BroadSoft-based service providers to add email, web chat, Twitter, and call back queues to their voice-centric BroadSoft platform. The addition of SMS extends this multi-channel sales and service capability to the device that everyone has in their pocket. Marketing Technology News: Dun & Bradstreet Enters Into Agreement…

HGS Launches New Contact Center Analytics Platform

Hinduja Global Solutions (HGS), a global leader in business process management (BPM) and customer experience solutions, announced the launch of HGS PULSE, a new contact center analytics platform that provides business performance and customer insights using near-real-time data. With access to predictive analytics and real-time information, contact center leaders can act proactively by predicting customer churn and loyalty, as well as better manage their workforce by tracking customer demand. "HGS PULSE brings together…

New Study Shows Contact Centers Using Over-the-Top CPaaS Solutions See Major Results

IntelePeer Customers saw 31% Increase in CX Ratings, 53% saw an Increase in New Revenue, and 28% saw a Decrease in Operational Spending IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced the results of a custom research study conducted by Nemertes Research, focusing on critical business and technology challenges faced by companies using on-premises contact centers and how they plan to address these within the next two to five years. With the majority of larger enterprises still using…

Twilio Banks on Customer Intelligence, Agility and Cloud Contact Center to Meet ‘New-Normal’ Demands

Customer intelligence and cloud contact centers have come together as a novel science in solving major challenges that the marketers face during a pandemic. Leading Cloud communication platform Twilio has made significant enhancements to its modern contact center, bringing new mobile innovation to enable the remote, agile workforce with state-of-the-art customer intelligence. It is an unchallenged fac today that customer intelligence fuels the future of customer engagement across all industries, and this intelligence is…

8×8 Accelerates Contact Center Deployment for Sefton Council in Just Ten Days to Transform Citizen Services

8x8, Inc., a leading integrated cloud communications platform, announced that Sefton Council, the governing body for the Metropolitan Borough of Sefton in Merseyside, rapidly deployed the 8x8 Contact Center in just ten days to transform citizen service in the face of the global health crisis. Sefton Council is the governing body for the metropolitan borough of Sefton in Merseyside, north-western England. It employs over 3,000 staff and provides essential services to 275,000 citizens across the borough. With a focus on…

Five9 Unveils Agent Assist Offering – Delivering Practical, Real-World Benefits to Contact Centers

Five9, Inc., a leading provider of the intelligent cloud contact center, announced the general availability of Five9 Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent Cloud Contact Center capabilities with assistance focused on helping the agent during and after calls. Using AI-based, real-time call transcriptions, Five9 Agent Assist provides the first use case, a powerful new capability called Assisted Summarization. With this technology, Five9 Agent Assist can summarize calls and with optional confirmation…

Observe.AI Raises $54 Million Series B Round; Leverages AI to Transform the Contact Center

Observe.AI, a leader in Contact Center AI, announced a $54 million Series B financing led by Menlo Ventures, with participation from Next47 Ventures, and NGP Capital. The funding will allow Observe.AI to continue its momentum by helping the world’s top brands accurately transcribe and analyze every call while providing deeper visibility into customer service operations. With the funding, Observe.AI will expand its go-to-market programs and will continue to invest in R&D to add new capabilities in the areas of real-time…

Aceyus Launches VUE to Optimize Contact Center Efficiency and Improve Customer Experience in Real-Time

 Aceyus Inc., a leading provider of customer experience solutions specializing in enterprise-level data management and reporting, announces the launch of VUE (Visionary User Experience), an integrated system that provides end-to-end contact center reporting and analytics solutions for mid-market to global enterprises. With three product suites to meet a variety of customer needs, VUE improves agent productivity and allows contact center managers to track customer engagements across channels, gaining actionable insights from…

Replicant, World’s First Autonomous Contact Center, Raises $27 Million From Norwest Venture Partners

Replicant, the world’s first autonomous contact center announced the closing of $27 million Series A financing led by Norwest Venture Partners with participation from returning investors Bloomberg Beta, Costanoa Ventures, and founding investor Atomic. Also joining this round is State Farm Ventures. The investment, which brings the company’s total funding to $36 million, will be used to triple Replicant’s R&D and scale its go-to-market teams. Norwest partner Scott Beechuk will join the Replicant board. Replicant is…

Bright Pattern Announces Partnership with Visual Contact to Power Digital Transformation for Contact Centers in Latin America

Bright Pattern partners with Visual Contact to deliver a modern, cloud-based contact center solution that is powerful yet easy to use and customize to meet unique business needs Bright Pattern, the leading innovator in enterprise contact center software, today announces its partnership with Visual Contact, a leading technology integrator, to deliver strategic CX solutions that drive revenue. Bright Pattern Contact Center software combined with Visual Contact professional services provides the most innovative and…

Experience Management Leader Medallia to Acquire Contact Center Coaching Automation Platform, Stella Connect

Medallia, Inc., the global leader in experience management, announced it has entered into a definitive agreement to acquire Stella Connect, the real-time feedback, coaching, and quality management platform for customer service teams. Stella Connect plays a significant role in optimizing efficiencies and increasing employee engagement as contact centers shift to effective virtual working environments. Brands that range from disruptive startups to billion-dollar public companies, including ESPN, Lemonade, Lululemon,…

Zendesk Marketplace Lists UJET’s Ultra-Modern, Enterprise-Grade Contact Center Solution

UJET Inc., the ultra-modern cloud contact center platform for customer-centric enterprises, announced it is extending its partnership with Zendesk, Inc. by making its all-in-one contact center solution available on the Zendesk Marketplace. By joining the marketplace as a Zendesk Talk Partner, UJET makes it even easier for Zendesk partners to deploy UJET preconfigured with Zendesk connectors so customers can seamlessly integrate UJET’s real-time data and patented Smart Actions into its contact center technology stack.…

Aspect Announces General Availability of Aspect Via 20, Its World-Class Enterprise Cloud Contact Center Solution

The only fully-featured enterprise cloud contact center solution designed to meet the demands of large enterprises Aspect announced the general availability of Aspect Via® 20, the latest release of its enterprise cloud contact center solution. This release features an array of additional new capabilities and customer driven enhancements on top of its proven contact management and workforce optimization applications. Aspect Via users enjoy the ability to modularly deploy these best-of-breed applications on a common cloud…

One of the Top BPOs in Peru, Vivax, Deploys Bright Pattern Contact Center with NewGO, Leading Solution Consultant in Latin America

Bright Pattern increases contactability, close rate for new business, and customer satisfaction for Vivax with the deployment of advanced omnichannel cloud contact center software Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was deployed by Vivax, one of the leading business process outsourcers in Peru. Bright Pattern was selected for its advanced integrations to top CRM providers, easy to use and customizable platform, 100% cloud-based platform, and true…

Independent Research Firm Names NICE inContact CXone a Leader in Cloud Contact Center Evaluation

CXone ranks top in both current offering and strategy, earns highest possible scores in 29 of the 33 criteria NICE inContact, a NICE business, announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been recognized as a leader for Cloud Contact Centers by Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report identifies CXone among the most significant cloud contact center platforms in the market, with CXone receiving the highest possible…

HGS DIGITAL Joins AWS Contact Center Intelligence Solutions Partner Program

Enabling brands to leverage the power of their call center data to improve customer experiences HGS Digital LLC, a subsidiary of Hinduja Global Solutions Ltd announced its participation as an Amazon Web Services (AWS) Contact Center Intelligence (CCI) solutions Partner program. This unique designation recognizes that HGS Digital is an AWS Partner Network (APN) Partner that specializes in helping customers add intelligence to their existing contact center solution, leveraging AWS Machine Learning (ML) services such as…

Cyara Partners with Twilio to Accelerate Contact Center Cloud Migrations with Automated Quality Assurance for Twilio Flex

New integration enables Cyara to test Twilio Flex agent routing and data passing functionality – reducing project timelines and risk while improving CX quality Cyara, provider of the award-winning Automated CX Assurance Platform announced a partnership with Twilio, the leading cloud communications platform, that addresses contact centers’ need to quickly migrate operations to the cloud while not only maintaining but improving the quality of the customer experience (CX). Cyara joins the coveted ranks of Twilio’s partner…

MondayCall Chooses Vonage as its Preferred Contact Center Partner

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced that Salesforce consulting partner MondayCall has chosen Vonage as its preferred partner for contact center opportunities. The combined power of Vonage Contact Center for Salesforce (VCC), and MondayCall's expertise, provides customers with deep integration with Salesforce to enhance the way their agents connect with each other and with customers. MondayCall delivers creative, scalable, and sustainable…
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