Vonage Selected by Fisher & Paykel for Customer Service Communications

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has been chosen by global appliances manufacturer, Fisher & Paykel, to drive customer service communications for customers in Australia, New Zealand, Singapore, the United Kingdom, and the United States. Fisher & Paykel is using Vonage’s Messages API to provide instant maintenance support notifications via SMS and enhance post-sale services. The Vonage Messages API embedded within Fisher & Paykel’s…

African Bank Selects CallMiner to Enhance Customer Service

CallMiner, the leading provider of speech and customer interaction analytics, announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalize insights from voice-based customer interactions. “With CallMiner, we will be able to create an even stronger customer experience by analyzing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service,” said Basani Maluleke, CEO of African Bank. “African Bank is fast becoming a pioneering…

Study: Consumers Expect Control, Omnichannel Experiences and Personalized Customer Service this Holiday Season

More than two-thirds of U.S. consumers expect to do their holiday shopping online this year, while 60% also anticipate hitting brick-and-mortar stores, reflecting a preference to use multiple retail channels, according to an SAP SE sponsored survey by online market research firm Dynata. Consumers Want the Freedom to Control Their Own Brand Experiences With the rise of digital channels and self-service options, shopping has become more complex, and consumers have increasingly taken charge of their experiences with brands.…

80% Consumers Expect Better Customer Service During COVID-19, Finds Hiver Research

New research from Hiver highlights how consumers perceive customer support in 2020, and the cost of sub-par customer support As the COVID-19 pandemic continues, more than 80% of consumers in the US expect customer support to get more empathetic or more responsive, and in some cases, both, according to the findings of the report 'Customer Support Through The Eyes of Consumers in 2020' published by Hiver. Hiver, a global customer service solution, surveyed 1000 respondents in the US to give organizations insights into…

Teleperformance Named a Leader in Global Omnichannel Customer Services by Independent Research Firm Forrester

Teleperformance recognized globally as "outsourcing titan" Teleperformance, a leading global group in digitally integrated business services, announced it has been recognized as a global leader in the latest Forrester report on global omnichannel customer services outsourcing which evaluates the top 10 most significant industry players. The Forrester Wave™: Global Omnichannel Customer Services Outsourcers comprehensively evaluated the strengths and weaknesses of each company against 29 separate criteria on a completely…

New Voice Gateway From Cognigy Advances Customer Service Experiences to New Levels

Voice-Based Conversational AI Champions CX Challenges; Enables Greater Customer and Employee Satisfaction Through Automation, Improving Accuracy, Efficiency Cognigy, a global leader in Conversational AI, announced the release of Cognigy Voice Gateway (VG), an artificial intelligence voice solution, which deploys virtual agents (naturally-conversing voice bots) for automated inbound and outbound voice calls, whether via phone, web or mobile. Cognigy VG is designed to empower enterprises to automate high volume customer…

Mindsay Announces Customer Service Chatbot on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace

Customers can now simplify and enhance customer experience with Mindsay’s Customer Service automation solution Mindsay announced the launch of its Customer Service Chatbot on Salesforce AppExchange, empowering companies to automate and enhance customer experience through conversational AI. Mindsay’s chatbots give brands the ability to automatically resolve a variety of customer requests, from simple FAQs to complex transactions. Marketing Technology News: Marketing Industry Veteran Jeff Stelmach Joins Stadiumred Group as…

Major U.S. Retail Chain Selects 3CLogic to Modernize Customer Service

3CLogic, the leading provider of cloud contact center solutions for ServiceNow, announced the adoption of its natively integrated voice platform by a major U.S. retail chain. The solution includes integration with both ServiceNow ITSM and CSM to meet the new remote work demands brought about by the impact of COVID-19, while replacing the existing on-premise Asterisk system to facilitate greater administrative flexibility and richer feature capabilities. Supporting over 150 owned retail locations (including grocery stores…

SugarCRM Launches New Cloud-Based Omnichannel Customer Service to Help Companies Deliver High-Definition CX

SugarCRM Inc., the innovator of time-aware CX, announced the launch of SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel customer service and support. SugarLive seamlessly embeds Amazon Connect’s advanced, omnichannel contact center capabilities into Sugar Serve’s intuitive Service Console, empowering teams with powerful tools for routing, tracking, prioritizing and solving customer service interactions. The increase of distributed workforces and reliance on digital channels…

Invoca Study Finds Increased Role of Website Experience and Customer Service in Big-Ticket Purchases During COVID-19

8 in 10 consumers felt more confident making high-stakes purchases online when given a clear option to speak with a live agent; 1 in 3 will find a new brand when they run into website trouble There's no denying that the COVID-19 pandemic has impacted our lives: it is changing the way we work, how we interact with family and friends, and the way we shop. A new report from Invoca, "High-Stakes Purchases and Consumer Confidence in the COVID Era," highlights data from a survey of 500 U.S. adults to understand specifically how…

Oracle and Sprinklr Help Organizations Enhance Marketing and Customer Service

New integrations between Oracle Cloud CX and Sprinklr help marketing and customer service professionals make every customer interaction matter Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, announced a new integration with Oracle Fusion Cloud Customer Experience (CX) that will help organizations deliver personalized and connected experiences for customers. The new integrations help marketers reach audiences on social media and other messaging channels at any point in the customer…

Q-nomy Announces MS Teams Integration Now Available for Its Omnichannel Customer Service Solution

Q-nomy's software, a complete omnichannel system enabling customer journey management across both physical and digital channels, becomes the first solution of its kind to support B2C video calls using Microsoft's Teams. Q-nomy Inc., a leading global provider of omnichannel customer journey and customer experience optimization solutions, announced the addition of MS Teams to the list of video management channels supported by its software. Marketing Technology News: Blue Hat Announces Favorable Results from Streaming…

PagerDuty Introduces Customer Service Solution Enabling Agents to Solve Issues and Collaborate with Technical Teams in Real-Time

PagerDuty, Inc., a global leader in digital operations management, announced a new customer service solution, built specifically for teams responsible for ensuring great customer experiences. This is the first DigitalOps solution for customer service agents on the frontline who need to proactively and automatically initiate response processes to resolve cases faster. By collaborating directly with Dev and ITOps teams, while keeping customers informed, customer service teams can both improve productivity, and protect their…

Gartner Says Customer Service And Support Technology Investments Must Be Scrutinized For Their Ability To Deliver On Customer Experience…

Customer Engagement Hubs, Customer Service Analytics, Voice of the Customer, Chatbots and Virtual Customer Assistants are Gaining Significant Attention in Optimizing the Service Experience Customer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020. “Organizations’ customer experience priorities…

Glia and MeridianLink Partner to Improve Loan Origination with Digital Customer Service

Glia, a leading provider of Digital Customer Service, announced that it has joined forces with MeridianLink, a developer of multi-channel account opening and loan origination platforms, to bring Digital Customer Service to MeridianLink's bank and credit union clients. By incorporating Glia's modern communications and collaboration platform into the loan origination process, customers can communicate with their institutions through their channel of choice, whether that's voice, messaging, video, or a combination of all…

Talkdesk CX Cloud to Enhance HyreCar’s Customer Service Outcomes

Talkdesk, Inc., the cloud contact center for innovative enterprises, announced HyreCar selected Talkdesk CX Cloud, an end-to-end solution on a single platform, to drive its customer service and sales operations. HyreCar, the industry-leading car sharing platform for rideshare and delivery drivers, chose Talkdesk to consolidate multiple systems into one unified contact center solution. By moving to Talkdesk CX Cloud, HyreCar’s customer support will have a dependable and scalable solution to support its growth in an…

Gartner Reveals Two Actions Customer Service Leaders Must Prioritize To Increase Customer Loyalty And Mitigate Disloyalty

New Research Shows How Customer Service Can Now Drive Both Customer Loyalty and Retention In today’s uncertain and volatile environment, customer service must play a larger role in driving both customer retention and also growing customer loyalty, according to Gartner, Inc. However, most customer service organizations attempt to do so by leaning heavily on initiatives to improve service experience quality. Gartner research reveals this long-held belief is wrong, as a good service experience is not enough to make customers…

Verint Wins 2020 Stevie Awards for Sales and Customer Service

Recognition Highlights Verint’s Customer Experience Program and its Cloud Customer Engagement Solutions, Also Being Deployed to Navigate and Thrive in the Current Crisis Verint Systems Inc., The Customer Engagement Company, announced that it has been named a winner of the 2020 Stevie Awards. The company was recognized as one of the few winners chosen from thousands of submissions in the "Best Customer Engagement Initiative" and the "Sales or Customer Service Solutions Technology Partner of the Year" categories.* The…

CXInfinity To Take A Leap In Redesigning Businesses Digital Customer Service Strategy

In 2020, customer service is drifting from calls to digital engagement. CXInfinity is here with its customer engagement solution targeting digital transformation. Their powerful solution is designed for businesses to engage with customers when and where it matters Digital customer service creates highly engaged customers who are likely to buy 90% more frequently and spend 60% more on every purchase. There’s more to it. Digital customer service helps in creating an emotional connection with customers, removing chances of…

LiveChat Adds Text Messages Integration to Its Customer Service Platform

LiveChat Software, a provider of a SaaS-based suite of products for managing business communication, now allows brands to send and receive text messages while contacting their customers through its chat software. The new solution combines LiveChat’s technology with the features of Twilio. Although people have different preferences when it comes to communication with businesses, the trend for using messaging platforms within customer service has increased over recent years. In addition to popular applications like Facebook…