Fuze Announces Fuze Contact Center as a Standalone Offering to Meet Evolving Enterprise Needs

New offering accelerates implementation and provides cost-effective voice queueing for enterprises with non-traditional contact center requirements Fuze, the leading cloud-based communications provider for the modern global enterprise, today announced the availability of Fuze Contact Center as a standalone solution for enterprises that require a contact center for high-level customer experiences. As an alternative to Fuze’s fully integrated UCaaS + CCaaS platform, the standalone CCaaS offering empowers…

LogMeIn Expands GoToConnect Contact Center Offerings

New outbound capabilities and additional inbound features help enable previously underserved SMBs LogMeIn, Inc. a leading provider of cloud-based solutions such as GoToConnect, GoToMeeting, LastPass and Rescue, today announced new offerings in the Contact-Center-as-a-Service (CCaaS) space with a new outbound calling solution designed for sales organizations and expanded inbound capabilities. All of these contact center features are fully integrated into LogMeIn’s robust Unified-Communications-as-a-Service platform, …

8×8 Delivers Industry-First Cloud Phone and Contact Center Solution for Multinational Organizations in China

Partnership with China Mobile International Expands Global Reach; Provides Highest Quality of Service and Reliability for Users in China 8x8, Inc., a leading integrated cloud communications platform, today announced that the 8x8 integrated unified communications and contact center product is the industry’s first cloud phone and customer engagement solution to support multinational enterprises operating in Mainland China. In partnership with China Mobile International, the 8x8 Global ReachTM expansion…

Five9 Launches CX Maturity Model To Guide Enterprises Through The Next Era Of Digital Transformation In The Contact Center

Drawing on two decades of market leadership and input from industry experts, Five9 has developed a framework to help businesses reimagine CX and realize results in a fast-moving technology landscape. Five9, Inc, a leading provider of the intelligent cloud contact center, today announced the launch of the Five9 Customer Experience (CX) Maturity Model, a framework to help enterprises chart a path to digital customer experience maturity. Developed with input from leading contact center analysts, and experience from several…

8×8 Delivers New Integrated Cloud Contact Center and Communications Capabilities for Hybrid Work

8x8, Inc., a leading integrated cloud communications platform provider, announced contact center, voice communications, chat, and meetings product enhancements, including the new 8x8 Work for Web as well as the industry’s only platform-wide SLA, to help organizations enable hybrid work. According to research commissioned by 8x8, 82 percent of organizations plan to offer a mix of in the office and remote work, and the newest 8x8 capabilities enable employees to stay productive wherever and however they work. Marketing…

Bing Lee Moves Australia Customer Service Operations to Dialpad Contact Center

Dialpad Inc., the industry leader in AI-powered communication and collaboration, announced Bing Lee selected Dialpad to power its customer service operations. Bing Lee chose Dialpad Contact Center™ to support business continuity through the COVID-19 pandemic with flexible cloud solutions to equip agents with best-in-class tools to work from anywhere while maintaining its high customer service standards with advanced Quality Management. Embedded with artificial intelligence (AI), Dialpad Voice Intelligence (Vi™) transcribes…

DMI Provides Infrastructure Behind COVID-19 Contact Center, Partners With Atento And NTT Data To Aide Maryland Residents

DMI, a global digital transformation company, played a vital role in building the infrastructure for state of Maryland COVID-19 vaccination support center, which allows citizens to preregister for the state's mass vaccination sites, schedule their vaccine appointments, modify their existing appointment and communicate with a support center agent with any COVID-19 related questions. DMI partnered with two industry leaders for executing communication with residents—Atento, one of the world's top five providers of…

Research Study Commissioned by LiveVox Reveals Path to Improved Contact Center Agent and Customer Experience

Contact center platforms that have built-in CRMs are the solution to improving both agent and customer experience LiveVox, Inc. (“LiveVox”), a leading cloud-based provider of customer service and digital engagement tools, recently commissioned Forrester Consulting to evaluate how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. For the study, Transform The Agent And Customer Experience Using Contact Center Solutions With…

8×8 Launches 8×8 Contact Center for Microsoft Teams

New 8x8 Cloud Solution Allows Organizations to Seamlessly Integrate Customer Engagement and Global Telephony Capabilities with Microsoft Teams 8x8, Inc., a leading integrated cloud communications platform, today announced the availability of 8x8 Contact Center for Microsoft Teams, which is certified to integrate with Microsoft Teams. The 8x8 cloud contact center and communications product delivers an easy-to-administer, integrated customer engagement and global telephony direct routing solution that allows…

NICE inContact CXone Recognized by Frost & Sullivan for Contact Center Innovation in Europe, Australia

CXone customer experience platform acknowledged for growth excellence and strategy innovation NICE announced that NICE inContact has been given the Best Practices Award for the 2020 Australia Cloud Contact Center Growth Excellence Frost Radar Awards, as well as the 2020 European Contact Center as Service Competitive Strategy Innovation and Leadership Award by analyst firm Frost & Sullivan. These recognitions in the European and Australian markets underscore the agility and flexibility of NICE inContact CXone, a…

Litify Chooses Vonage as its Preferred Contact Center Partner to Enhance Customer Experience for Legal Service Providers

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced that Litify, a fully-integrated legal Software-as-a-Service (SaaS) platform, has chosen Vonage as its preferred contact center partner. Litify is a complete business transformation platform built on Salesforce AppExchange, empowering legal professionals to improve their practices, client experience and operations. Leveraging Vonage Contact Center for Salesforce (VCC) solution, Litify will have the ability…

inConcert Commended by Frost & Sullivan for Enhancing Customer Service with its End-to-End Omnichannel Contact Center Solution

The diversity of its solutions, customer focus, and deep customization help it fill the white spaces in the market and expand in diverse industries Based on its recent analysis of the European Contact Center-as-a-Service (CCaaS) market, Frost & Sullivan recognizes inConcert with the 2020 European Enabling Technology Leadership Award. Its keen understanding of market dynamics, customer demands, and industry Mega Trends has helped the company design a remarkable product portfolio and position itself as an industry…

Carpet Cleaning Innovator Zerorez Atlanta Cleans Up Their Customer Experience while Drastically Cutting Frustration of Remote Agents with…

Zerorez Atlanta, a fast-growing carpet cleaning company, deploys Bright Pattern Cloud Contact Center to support customers over traditional and digital channels with a 100% remote workforce Bright Pattern, a leading provider of AI-powered cloud contact center software, has been deployed by Zerorez Atlanta to provide a personalized customer experience over inbound and outbound voice, chat, and text message channels. Zerorez Atlanta performed extensive research to determine the optimal omnichannel cloud contact center vendor…

UJET Announces Partnership with Google Cloud Contact Center AI (CCAI) and Integration of Google Cloud Dialogflow CX

Predictive Routing, Data Unification, and Conversational AI Power UJET’s Virtual Agent for Increased Contact Center Efficiency and More Natural Customer Experiences UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center, announced its partnership with Google Cloud’s Contact Center AI (CCAI) and integration of its AI-Powered Conversational CX, UJET Virtual Agent with Google Cloud Dialogflow CX. UJET’s solution will be available on the Google Cloud Marketplace, making it easier for Google Cloud customers to…

Verizon Expands Its Customer Experience and Contact Center Portfolio With Genesys Cloud

As contact centers are relying on digital, remote-first operations, Verizon Business announced the addition of Genesys Cloud, as part of the company’s global customer experience and contact center offerings. The solution, a cloud-based Contact Center as a Service from Genesys®, offers businesses the ability to deliver brand-defining customer experiences (CX) on an end-to-end, cloud-based platform with remote access that takes advantage of Verizon’s award winning network. The Verizon Business customer experience…

Seven Out of 10 Patient Experience Professionals Identify Contact Center as a High Priority and Strategic Asset

Legacy solutions impede health care industry’s ability to provide optimal patient experience Majority of patients surveyed do not believe health care providers can deliver an excellent digital patient experience Patient loyalty decreases significantly due to poor patient experience, leading to deferred care and worse outcomes Talkdesk Research highlights the need for modern, reliable and agile cloud solutions to re-imagine the patient experience According to a new report by Talkdesk®, Inc. Research, The Patient…

Sytel Announces Softdial Contact Center (SCC) Client on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace

Sytel’s customers can now benefit from access to multi-session, multi-channel contact center functionality embedded within Salesforce Sytel announced it has launched SCC Client on Salesforce AppExchange, giving users easy access to the multi-session, multi-channel functionality provided by Sytel’s Softdial Contact Center (SCC) cloud platform. Marketing Technology News: Atlassian Launches Cloud Enterprise to Meet Large Customer Needs Softdial Contact Center (SCC)  SCC connects and manages inbound and outbound contact…

Insurance Company Leverages Every Employee to Help Customers During Hurricane Season Using Bright Pattern Contact Center Software

Regional property insurance company extends contact center technology beyond the contact center to every employee to provide help when disaster strikes Bright Pattern, a leading provider of AI-powered cloud contact center software, has been chosen by an innovative insurance provider in Florida to provide a personalized customer experience for policyholders. Their commitment to exemplary customer service means utilizing employees outside of the contact center when hurricanes or other natural disasters hit. This allows the…

8×8 Integrated Cloud Contact Center and Communications Driving Global Channel Momentum

8x8 Open Channel Program Helps Partners Meet Strong Upmarket, Enterprise and Public Sector Demand for Cloud Solutions 8x8, Inc., a leading integrated cloud communications platform provider, announced that it is experiencing strong channel momentum and growth driven by the 8x8 integrated cloud contact center and communications product. 8x8’s channel-first strategy, centered around the global 8x8 Open Channel Program, is helping channel partners meet increasing demand for cloud solutions that allow mid-market, enterprise and…

3CLogic Announces Cloud Contact Center Integration for Zoom

Offering extends market-leading communication software with global enterprise cloud contact center platform for a complete voice solution 3CLogic, the premier voice-enabling solution and cloud contact center platform, announced its latest integration with Zoom. The combined offering will streamline organizational communication and provide call center agents easy access to internal team members so they can receive help and information in order to provide an exceptional customer service experience. “We are excited to…