Onica, a Rackspace Technology Company, Introduces Contact Center Intelligence Solution Built on Amazon Web Services

Onica, a Rackspace Technology company and Premier Consulting Partner in the Amazon Web Services (AWS) Partner Network (APN) and audited AWS Managed Service Provider, launched its new Contact Center Intelligence (CCI) Post-Call Analytics solution built on AWS. The solution, built on a serverless analytics platform using Amazon Comprehend and Amazon Transcribe, is designed to simplify and accelerate time to insight on customer calls. As volumes of interactions in contact centers reach new heights, providing timely answers to…

Sitel Colombia to Open State-of-the-Art MAXhub, a Reimagined Contact Center

Sitel Group, a global leader in end-to-end customer experience (CX) products and solutions, announced it will hire 11,000 positions in 2021 to meet the needs of rapid client growth in Colombia. In addition, Sitel Group is entering the Barranquilla market with the opening of a MAXhub. Designed as a hybrid co-working center, the MAXhub is dedicated to in-person collaboration, training and development and employee engagement. Associates have access to socializing areas, computers and wellness spaces, and the site enables…

Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Thrive in an All-Digital, Work-from-Anywhere World

Service leaders will be able to predict customer demand and organize their workforce to staff the right agents with the right skills at the right time -- all on the world's #1 CRM Salesforce, the global leader in CRM, introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel. With COVID-19, contact centers are dealing with a huge…

Evolve IP Named To The Gartner Magic Quadrant for Contact Center as a Service

Evolve IP, the world's leading provider of Work Anywhere solutions, announced that Gartner has named it to the Magic Quadrant for Contact Center as a Service. Evolve IP's omnichannel offering, which runs 30-40% less than comparable services, also rates higher for client satisfaction from validated users. On Gartner Peer Insights, the service has received 4.7 out of 5 stars and a 92% client recommendation rate. "No other contact center provider in the world delivers an award-winning omnichannel solution for agents and…

Talkdesk a Leader in 2020 Gartner Magic Quadrant for Contact Center as a Service

Talkdesk, Inc., the cloud contact center for innovative enterprises, announced its recognition as a Leader by Gartner in the inaugural multi-regional 2020 Magic Quadrant for Contact Center as a Service (CCaaS). Gartner performed a rigorous evaluation of 13 global contact center vendors for Completeness of Vision and Ability to Execute. Marketing Technology News: Zoho Announces Partnership With Tata Consultancy Services According to Gartner, "Leaders are best described as suppliers with strong support for the four…

Genesys Named a Leader in the Gartner 2020 Magic Quadrant for Contact Center as a Service

Genesys, the global leader in cloud customer experience and contact center solutions, has been positioned by Gartner, Inc. as a Leader in the 2020 Magic Quadrant for Contact Center as a Service. The company placed furthest overall for completeness of vision. "Today, organizations are accelerating their cloud strategies to manage the exceedingly digital nature of business and rising consumer expectations. Genesys Cloud delivers the agility, ease, and the flexibility needed to design their own customer experiences to…

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…

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…

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…

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…

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…

Bright Pattern Contact Center Chosen by Everise, Next-Generation BPO

Bright Pattern selected by Everise to provide advanced Customer Experience solutions to innovative connected device start-ups Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was chosen by Everise to power omnichannel customer support in the cloud. Everise selected Bright Pattern Contact Center for its omnichannel capabilities, easy-of-use, mature cloud infrastructure with 100% uptime, out-of-the-box integrations to multiple top CRM providers, and the company's flexible…

UJET and Calabrio Partner to Drive New Wave of Cloud Contact Center

Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach UJET Inc., a leading provider of cloud contact center solutions, and Calabrio, the customer experience intelligence company, announced a strategic and technology partnership enabling support teams to quickly deploy a cloud contact center that delivers efficient, empathetic and consistent customer experiences across every channel. Combining UJET’s modern customer support with Calabrio’s leading workforce…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation,  announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in under 30…

Calabrio Study Finds That the Pandemic is Accelerating the Evolving World of Work for Contact Centers

Results show most contact centers are embracing work changes and expect them to benefit the industry long term Calabrio, the customer experience intelligence company, has released a study detailing how customer service organizations are evolving due to the COVID-19 pandemic. Based on a survey of contact center leaders, the findings point to a dramatic shift in how brands, through their contact centers and agents, now engage with their customers. While crisis-driven changes can often have a negative impact, recent events…

Multinational BPO ContactPoint 360 Expands Global Footprint With New Customer Experience and Technology Campus in Athens, Greece

Offering Affordable, High-Tech CX Solutions to European Clients ContactPoint 360 announced the opening of a new state-of-the-art Customer Experience Center and Technology Solutions facility, including a 500-seat contact center and CX technology lab in Athens. The new campus will deliver end-to-end CX technology solutions to the European marketplace and provide omnichannel contact center services. The Global Contact Center Operator, ContactPoint, 360, Inc., based in Toronto, Canada with locations in North America, South…

PCI Pal Progresses Partnership with Leading Cloud Contact Center Provider Talkdesk

The partnership offers enhanced security and compliance to Talkdesk customers and partners worldwide PCI Pal, the global provider of secure payment solutions, today announced the progression of the partnership with Talkdesk®, the award-winning cloud contact center for innovative enterprises. With multiple customers now live across EMEA and North America, Talkdesk leverages PCI Pal’s globally accessible cloud platform, allowing them to deliver a fully-integrated solution that enables secure payment services to its global…

AWS Is Preferred Cloud Provider for Genesys Cloud Customer Experience and Contact Center Platform

Powered by AWS, Genesys Cloud improves customer engagement for companies of all sizes worldwide Today, Amazon Web Services, Inc., an Amazon.com company, announced that Genesys has selected AWS as the preferred cloud provider for Genesys Cloud, an all-in-one solution and leading public cloud contact center platform. Organizations around the world use the platform to manage and improve customer relationships across any channel, including voice, text, web chat, and social. Genesys Cloud is built on and relies upon AWS’s…

CXInfinity For Credit Union Contact Center To Enhance Member Experience With Digital Omnichannel Experience

Brands with strong omnichannel customer engagement retain 89% of members, so CXInfinity, the Digital Omnichannel member service and engagement platform, brings its robust features to engage with members when and where it matters and resolve queries faster. Since, Credit Unions can’t limit to just engage but interact to help members’ on the inquiries across channels of member’s choice According to a study, 54% of members prefer to engage over social media. It is high-time when credit unions should switch to additional…