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InfoCision Selects OnviSource’s Intellecta Solution to Improve Customer Satisfaction

OnviSource announced that InfoCision, a leading provider of direct marketing solutions, has successfully deployed the cloud version of OnviSource’s Intellecta Advanced and Multichannel Analytics solution, and has achieved their desired outcome in three major areas of Intellecta applications for Big Data Management and Compliance, Workforce Optimization (WFO), and Customer Experience Management (CXM). Intellecta unifies and transcribes InfoCision’s large volume of daily calls and interactions and has the ability to perform…

Verint AI and Analytics Solutions Receive the Highest Customer Satisfaction Scores in New Interaction Analytics Report

Company Recognized for Largest Global Customer Base and Greatest Increase in Number of Customers Verint Systems Inc., The Customer Engagement Company, announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*. In addition, Verint represents the largest market share by number of…

Chatbots Rank Dead Last in Customer Satisfaction as Digital Service Demand Grows Amid COVID-19

eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020. Here are key findings: Marketing Technology News: Bright Pattern Contact Center Chosen by…

New Research Recognizes Verint for Top Customer Satisfaction Scores in AI and Customer Self-Service

Verint Intelligent Virtual Assistant Also Receives Highest Satisfaction Ratings for Product and Natural Language Understanding Verint Systems Inc., The Customer Engagement Company, announced it received highly satisfied scores from customers in product satisfaction, implementation and overall vendor satisfaction in DMG Consulting LLC’s new 2020/2021 Intelligent Virtual Agent Product and Market Report*. Marketing Technology News: Weyland Tech Engages The Benchmark Company to Explore Strategic Alternatives Customers ranked…

Returns Experience Critical to Customer Satisfaction and Retention, Doddle

With Spike in E-Commerce Returns Expected Post-COVID-19, Retailers Must Ensure Their Returns Processes and Systems are Ready, as 74 Percent of Respondents Think Retailers Need Returns Improvement Doddle, a leading international e-commerce solutions provider that designs, develops and integrates consumer fulfilment and returns technology, announces the findings of a survey it conducted to uncover how important the e-commerce returns experience is to consumers. The research of almost 1,400 U.S. consumers was…

Cegid’s Customer Satisfaction Rises Nearly 10% Using Genesys Cloud

Cloud contact center solution from Genesys enables Cegid to rapidly enable a remote workforce during COVID-19 and supports global expansion plans With hundreds of thousands of customers across 75 countries, Cegid is a leader in business management solutions for accounting, finance and tax, payroll and human resources, Enterprise Resource Planning (ERP) and retail. The company is the third ranked software as a service provider in France and has earned a reputation as an industry trailblazer for being one of first to adopt…

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring…

Stuck on Service: 76% of Business Decision Leaders Say It Will Be Difficult to Achieve Customer Satisfaction Without Raising Costs

Independent study commissioned by Ada in March 2020 underscores customer satisfaction as top business priority; Ada launches CSAT Pro to better understand and optimize chat interactions Ada, the leader in Automated Customer Experience (ACX), announced new findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2020 which found that many business leaders say that customer satisfaction is their top goal but three out of four (76%) expect difficulty in achieving this without raising…

Verint Receives Top Scores for WFO Customer Satisfaction in New Market Report

For the Thirteenth Consecutive Year, Verint Named a Leader in Contact Center WFO Market; Ranked First in Customer Satisfaction for Product Capabilities; Earns Top Ranking as Quality Management Market Share Leader Verint Systems Inc., The Customer Engagement Company, announced it has been recognized for the thirteenth consecutive year as a leader in workforce optimization (WFO) in DMG Consulting LLC’s new 2019/2020 Workforce Optimization Product and Market Report*. Verint is the only featured vendor to receive a perfect…

Khoros Announces the Launch of Khoros Bot to Improve Agent Efficiency and Customer Satisfaction

New solution will integrate with messaging channels and facilitate better care engagement Khoros, the global leader in customer engagement software, announced the launch of Khoros Bot, a new chatbot technology to create better experiences for customers and agents. Khoros Bot is an addition to Khoros Care — an intelligent solution to help brands serve and resolve customers’ needs on their digital channel of choice — and further extends the company’s leadership in automation and AI strategy. Customer Service and Contact…

The Slump in Customer Satisfaction Persists, American Customer Satisfaction Index Shows

The decline in US customer satisfaction continued in the final quarter of last year, falling 0.4% to a score of 75.4 (on a scale of 0 to 100) on the American Customer Satisfaction Index. “Some sectors of the economy risk a decline in customer satisfaction due to increased productivity” Given record low unemployment and a strong stock market, it is understandable why many commentators in the media are praising the “strong economy.” However, even a cursory look beyond employment and the stock market provides a…

xiQ Receives the Highest Customer Satisfaction Ratings for Account-Based Marketing

xiQ, the leading AI-powered Account-Based Marketing (ABM) and Sales platform, has been recognized as the 2020 ABM High Performer by G2, the leading business solutions review site. xiQ's AI-powered platform is catalyzing the B2B Sales Intelligence and Account-Based Marketing landscape. xiQ has been recognized as an ABM high performer for receiving the most 5-star reviews amongst all ABM solutions reviewed on G2. xiQ received the highest ratings for: Meeting requirements - (9) Product direction - (10) Ease of use…

Tesco Announced as Finalist in the UK Customer Satisfaction Awards

The Institute of Customer Service Has Selected Its Finalists in Esteemed UK Customer Satisfaction Awards, Recognising Innovation and Expertise in Customer Experience InMoment, the leading provider of experience intelligence (XI), is proud to announce the selection of its client, Tesco, as a finalist in The UK Customer Satisfaction Awards. Tesco is one of the world’s leading multinational retailers, with 6,700 stores and serving approximately 80 million customers a week. The awards acknowledge companies and organisations…

Poly Builds on its 50-year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

Poly's EncorePro Family of Headsets and MDA 500qd Series Audio Processors Round out the Broadest Range of Devices Available for Dynamic Contact Center Environments Plantronics, Inc., a global communications company that powers meaningful human connection and collaboration, announced the introduction of the EncorePro 300 headset and MDA 500QD Series audio processor. These endpoints join Poly's portfolio of voice and video solutions designed to address the needs of the modern-day contact center and ultimately enhance…

Three Segments. Three Wins. Three Times in a Row. T-Mobile Owned the J.D. Power Wireless Business Customer Satisfaction Study

The businesses have spoken. And evidently, they’re fans of international data, generous hotspot data, published rate plan pricing, Gogo inflight Internet, no annual service contracts and award-winning customer service featuring a dedicated Team of Experts. For the third straight year, T-Mobile swept all three segments very small, small/medium and enterprise of the annual J.D. Power Wireless Business Customer Satisfaction Study. “When you put customers first — it shows! With our incredible network performance, reliability…

Customer Satisfaction Slips Again, Further Threatening Economic Growth

Overall US customer satisfaction retreats for a third consecutive quarter, falling 0.1% to a score of 76.4 (on a scale of 0 to 100) on the American Customer Satisfaction Index (ACSI). “This is untenable in the long run” This points to continued economic uncertainty and suggests a higher risk that we’ll see a downward shift in consumer demand due to falling consumer utility (satisfaction) with goods and services. With few exceptions, the rate of growth in consumer spending – which accounts for almost 70% of GDP – has…

SurveyMonkey Named Customer Satisfaction Leader in Enterprise Feedback Software Category by 2019 G2 Grid Report

SurveyMonkey, a leading global survey software company, announced that it leads in customer satisfaction for the Enterprise Feedback Management Software category in the 2019 G2 Grid Report. SurveyMonkey received a 96% satisfaction rating from enterprise customers in the latest report by G2, a review platform empowering business buying decisions by highlighting the voice of the customer. Marketing Technology News: Taptica International Rebrand Reflects Video Advertising Leadership The G2 Grid Report released rankings…

Comm100 Launches Agent Assist to Boost Agent Performance and Customer Satisfaction

Comm100, a global provider of omnichannel customer experience solutions, announced the launch of Agent Assist, an AI-powered virtual assistant that helps agents respond to customer queries more quickly, accurately and confidently than ever before. Agent Assist significantly reduces the time agents spend hunting for answers, resulting in faster resolution, higher capacity and more time to focus on more complex or sensitive customer inquiries—all leading to higher customer satisfaction scores. As AI matures, many companies…

Rising Focus by Businesses to Increase Customer Satisfaction and Optimize Supply Chain Will Significantly Propel the Growth of Enterprise…

Enterprise software is witnessing huge demand from across a spectrum of applications like enterprise content management (ECM), IT service management (ISM), customer relationship management (CRM), enterprise resource planning (ERP), and business intelligence. Adoption of these Enterprise software increases efficiency and accelerates the overall productivity of an organization; thus, witnessing driving adoption of Enterprise software. The ERP enterprise software segment is projected to grow at a CAGR of 7.53% during forecast…

Nimble Named Sales Intelligence Market Leader and #1 in Small Business Customer Satisfaction by G2 Crowd

Nimble Named Market Leader in Sales Intelligence and CRM Six Years in a Row Nimble — the Simple, Smart CRM for Office 365 and G Suite — announced that it has been named the top Sales Intelligence Software Tool for Small Business Satisfaction and overall Market Leader for the sixth consecutive year by G2 Crowd (the world’s leading business software reviews platform). Most Loved Sales Intelligence Tool: 97% of #Office365 and G Suite users rated @Nimble 4 or 5 stars for providing data and insights that help salespeople find…