Fuze Partners with Snap Recordings to Personalize Contact Centers

Partnership Provides Fuze-Powered Contact Centers with Professional Automated Voice Recordings That Simplify and Enhance the Customer Experience Fuze, the leading cloud-based communications provider for the modern global enterprise, announced a partnership with Snap Recordings, a leader in professional voice recordings for business phone systems. The partnership empowers Fuze cloud contact centers with automated voice recordings for a more personalized and streamlined customer experience, ultimately creating the human…

UJET Announces New SMS Adapter Solution for Enterprise-Level Contact Centers

Allows for Rapid Deployment of Smartphone Capabilities Without Replacing an Entire Call Center Stack UJET, Inc., a leading provider of customer support communications and solutions, announced the general availability of its new SMS Adapter solution. UJET’s new SMS Adapter lets anyone on the Salesforce CRM quickly implement and deploy in-call SMS capabilities and smartphone features such as photos, video, and screenshots in collaboration with their existing IVR system. Marketing Technology News: Branded Stores with…

UJET Announces New SMS Adapter Solution for Enterprise-Level Contact Centers

Allows for Rapid Deployment of Smartphone Capabilities Without Replacing an Entire Call Center Stack UJET, Inc., a leading provider of customer support communications and solutions, announced the general availability of its new SMS Adapter solution. UJET’s new SMS Adapter lets anyone on the Salesforce CRM quickly implement and deploy in-call SMS capabilities and smartphone features such as photos, video, and screenshots in collaboration with their existing IVR system. Marketing Technology News: Branded Stores with…

Talkdesk Zoom Integration Creates Customer-Centric Contact Centers

Zoom Integration Through Talkdesk Enterprise Cloud Contact Center Brings Organizational Unity and Fosters Seamless, Cross-Department Collaboration Talkdesk, Inc., the cloud contact center for innovative enterprises, is enabling contact centers to be more customer-centric with Talkdesk Zoom integration. This contact center software integration expands the pool of available employees to include departments and expertise outside of the traditional contact center, offering precise support matching for each customer’s…

Digital Transformation in Contact Centers: Five Steps to Success

According to Forrester’s Digital Rewrites the Rules of Business Vision Report: “Digital innovation is the untapped hero of customer service. A service call is an indicator of an unmet expectation. So why does it get so little airplay?” When done right, implementing new and digital technologies can reshape business processes, customer experiences, and create enduring competitive advantages. One area primed to reap the rewards of Digital Transformation is the contact center. A digitally-transformed contact center delivers…

TechSee Launches Industry’s First Visual Automation Solution for Contact Centers

Computer vision AI technology enhances CX and reduces costs through intelligent agent decision support TechSee, a global leader in visual customer assistance powered by computer vision AI and augmented reality, introduced TechSee Smart, the world's first computer vision solution for contact centers. TechSee Smart addresses the challenges agents face when automation tools cannot perform complex tasks, helping businesses improve issue resolution efficiency, reduce costs, and improve customer experience. TechSee Smart…

Digital Technology, Automation and Sourcing for Contact Centers the Focus of ISG Smartalks Webinar

July 9 Event to Cover the Importance of All Three Facets to Maximize Contact Center Value The use of new technologies and approaches to meet evolving customer expectations for contact center experience will be the focus of an ISG Smartalks™ webinar on July 9, hosted by Information Services Group, a leading global technology research and advisory firm. Wayne Butterfield, director, ISG Automation, and Eleanor Winn, director, ISG Digital Sourcing, will host the live, one-hour session, "Contact Centers of the Future," at…

OpenMethods Announced New Feature Set that Creates a Step Function Improvement in Interaction Integration for Contact Centers

Customers Are Realizing 45+ Seconds in AHT Reduction, While Improving Customer and Agent Experiences and Satisfaction OpenMethods, a leader in omnichannel and CTI integration solutions, announced new features to their next generation Interaction Integration Cloud to deepen cloud-based Oracle CRM integrations with leading communications infrastructure to provide real-time, relevant contextual information to contact center agents. OpenMethods Announced New Feature Set that Creates a Step Function Improvement in Interaction…

8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences

New service launches at ICMI Contact Center Expo 2019 8x8, Inc., a leading cloud provider of voice, video, chat and contact center solutions for over one million users worldwide, announced an expansion of services for contact center customers which provide hands-on administration and management to ensure 8x8 customers get the most value from their contact center investment. 8x8 Service Management for Contact Center is a monthly service, which is now available. The service was launched at the ICMI Contact Center Expo,…

Contact Centers Adding AI to Become More Intelligent, Responsive to Customers

ISG Provider Lens Reports See Contact Center Industry Moving from Resolving Queries to Providing End-To-End Customer Service Experiences Contact centers have evolved from query resolution to full-featured customer experience centers by embracing artificial intelligence and speech analytics, according to two new reports published by Information Services Group (ISG), a leading global technology research and advisory firm. The two ISG Provider Lens Contact Center/Customer Experience Services reports – one a quadrant…

Customer Satisfaction With Contact Centers is Down

CFI Group's 2019 Contact Center Satisfaction Index (CCSI) slipped to 68, as measured on a 0-100 scale, down 3% from 2018. Private sector CCSI historically has run a few points higher than has the public sector. Although the gap had closed in 2017, it has now broadened again in 2019 Part of the drop is attributed to the effectiveness of online self-serve tools available on the company website, mobile apps, and other digital properties. Ironically, the better the customer experience is with these online resources, the worse…

Bright Pattern Announces Partnership with VION Consulting to Help Contact Centers Redefine Global Customer Communications

Bright Pattern, Leading Provider of Omnichannel Cloud Contact Center Software, Partners with VION Consulting to Provide Innovative Customer Support Technology Bright Pattern, the leading provider of enterprise contact center software, announces its partnership with VION Consulting, a global provider of communication and customer experience management solutions in Singapore, Malaysia, India and the Philippines. Bright Pattern Contact Center Software will help VION Consulting provide the most innovative and effortless…

Bright Pattern Announces Partnership with Conduit Global to Power Digital Transformation for Contact Centers of All Sizes

Bright Pattern Contact Center Software Will Be a Core Component of Conduit Global's CX100 Cloud Suite Providing Their Customers with an Innovative Omnichannel Contact Center Platform and Agile Services to Deliver an Exceptional Customer Experience Bright Pattern, the leading provider of enterprise contact center software, announces its partnership with Conduit Global, a pioneer in the cloud Contact Center as a Service (CCaaS) industry with more than 25 years' experience planning, deploying, and managing omnichannel…

Cyara Empowers Contact Centers to Deliver Personalized Customer Journeys

Cyara 7.3 Validates Critical Cx Connections Between the Self-Service and Agent Segments of a Journey, Ensuring Effective Service and High Customer Satisfaction With its latest update, Cyara is taking aim at one of the biggest customer-service frustrations: the loss of data when customers move from self-service to agent-assisted service, or from one channel to another. To earn customer loyalty and satisfaction, leading global enterprises know they must deliver consistent and personalized customer experiences across all…

What Do Trucks And Contact Centers Have In Common?

ZaiLab Remodels Military Truck Into A Brand Mascot For American Roadshow. A software development firm has taken out-the-box thinking to a new level with its innovative marketing campaign. Meet the ZaiTruck, a converted 18-ton military 6×6 MAN KAT that serves as a larger-than-life mascot for ZaiLab, a software company specializing in contact center software. The ZaiTruck set off from Cape Town last year for a world tour that has spanned the entire African continent, Western Europe and now the USA. Its purpose? To act…

Why Contact Centers Are Critical to Omnichannel Marketing Strategies

The on-demand economy has conditioned consumers to feel entitled to a product or a service at the click of a button. Not only do we want what we want, when we want it (now), we also expect brands to provide excellent and consistent customer experiences at every point of engagement. Whether you’re visiting an e-commerce website or a brick and mortar location, or you receive a targeted email or a telemarketing call, the most successful businesses are those that provide exceptional and customized experiences regardless of the…

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…

TTEC Enters Into Strategic Partnership with Pega to Accelerate Digital Transformation Across the Contact Center

Two industry leaders combine to deliver customer success at scale TTEC Holdings, Inc., a leading digital customer experience technology and services company focused on the design, implementation and delivery of trans formative solutions for many of the world's most iconic and disruptive brands, announced a strategic partnership with Pegasystems, Inc., the software company empowering digital transformation at the world's leading enterprises. This partnership will empower clients with industry-leading digital transformation…

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…

ORGANO Selects Top-Rated Talkdesk Enterprise Cloud Contact Center to Elevate Customer Experience

Leading producer and marketer of healthy, convenient and affordable food, nutrition, specialty brewed beverages, personal care products and cosmetics upgrades to cloud-native contact center solutions from Talkdesk Talkdesk, Inc., the cloud contact center for innovative enterprises, announced ORGANO chose Talkdesk Enterprise Cloud Contact Center to power its customer service operations. With Talkdesk’s seamless integrations with best-in-class CRM systems, easy add-on capabilities through AppConnect, and a strong reputation…