Coveo Research Finds Lack of Online Relevance Costing Revenue, Impeding Customer Service, Overwhelming Employees, Turning off Shoppers

Coveo, a leader in relevance platforms that transform search, recommendations, and personalization, today announced its inaugural Relevance Report, which showed that satisfactory customer experience hinges on the ability to provide one thing: relevance. “Digital technologies have driven sky high online expectations, and the situation is only getting more challenging for brands. Relevance, convenience, and simplicity are now not only expected, but demanded,” said Louis Têtu, CEO and Chairman at Coveo. “In the post-pandemic…

In New Independent Research Study 81% Of Brands Say Customers Expect Faster Customer Service Resolutions Than Just 2 Years Ago

Research illustrates how brands are using Simplr to meet rising customer service expectations Results from a new Forrester Consulting Market Opportunity Snapshot commissioned by Simplr® illustrate rising consumer expectations, with 81% of brands confirming that customers expect faster resolutions than just two years ago. These same brands, however, are having difficulty meeting the challenge, with less than a third (30%) saying their customer service strategies are very effective at responding to customers in a timely…

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…

Atento Is Recognized as a Leader in the 2021 Gartner Magic Quadrant for Customer Service BPO

 The report by Gartner evaluates companies based on their completeness of vision and ability to execute Atento, one of the five largest global providers of customer relationship management and business process outsourcing services (CRM/BPO) and market leader in Latin America, announced its position as a Leader in the 2021 Gartner Magic Quadrant for Customer Service BPO. The 2021 Gartner Magic Quadrant for Customer Service BPO1 evaluates CS outsourcing. At this key moment, the report can provide an opportunity to…

Transparent BPO Solves Customer Service Work-from-Home Challenges

WorkSecure Suite™ provides a secure and reliable WFH solution Companies embracing the new remote work model for their customer service agents can rely on Transparent BPO’s comprehensive WorkSecure Suite™ to drive uncompromised work-from-home capabilities, ensuring security, compliance, and quality. With expectations indicating employees will not return to traditional brick and mortar facilities, the WorkSecure Suite addresses the concerns of effectively deploying agents who are working from their homes. From security to…

SupportLogic Launches Agent SX to Improve Customer Service and Enhance Team Collaboration

AI Platform Enhances Agent Performance and Enables Next-Gen Service Experience  SupportLogic, the world’s first continuous service experience (SX) platform, announced the launch of Agent SX with its February product release. SupportLogic Agent SX delivers real-time coaching and feedback to enable agents with NLP-driven recommendations to prioritize cases, collaborate more efficiently and improve their performance across multiple dimensions of service delivery. Today, there’s a clear opportunity for organizations to utilize…

Alorica Recognized as a Leader in the 2021 Gartner Magic Quadrant for Customer Service BPO

Global CX Provider Positioned Highest on Ability to Execute Alorica Inc., a global customer experience (CX) provider, announced that it has been named a Leader in the February 2021 Gartner Magic Quadrant for Customer Service BPO. Alorica was recognized as a Leader for both completeness of vision and ability to execute. “We are honored to be recognized as an industry leader, and in our opinion, attribute it to our forward-thinking business strategy and operational excellence,” said Andy Lee, CEO of Alorica. “Starting off…

HGS Placed in the 2021 Gartner Magic Quadrant for Customer Service BPO

HGS Recognized for Completeness of Vision and Ability to Execute Hinduja Global Solutions (HGS), a leading and innovative provider of solutions in business process management (BPM) and digital user experience solutions, announced that HGS has been positioned by Gartner as a Leader in the February 2021 Magic Quadrant for Customer Service BPO. The evaluation was based on specific criteria that analyzed the company's overall completeness of vision and ability to execute. Marketing Technology News: Pandemic-Era Consumers…

SupportLogic Launches Agent SX to Improve Customer Service and Team Collaboration

AI Platform Enhances Agent Performance and Enables Next-Gen Service Experience SupportLogic, the world's first continuous service experience (SX) platform, announced the launch of Agent SX with its February product release. SupportLogic Agent SX delivers real-time coaching and feedback to enable agents with NLP-driven recommendations to prioritize cases, collaborate more efficiently and improve their performance across multiple dimensions of service delivery. Marketing Technology News: Klaviyo Announces a New Integration…

Modus Customer Land O’Lakes Wins Silver Stevie Award in 2021 Stevie Awards for Sales & Customer Service

Modus is excited to announce that Land O’Lakes was presented with a Silver Stevie Award in the Sales Enablement Program of the Year category in the 15th annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International…

Broadvoice Wins 3 Silver Stevie Awards for Outstanding Customer Service

Cloud Communications Provider Recognized for Best Customer Satisfaction Strategy, Best Customer Feedback Strategy and Best Front-Line Customer Service Team of the Year for Technology Industries Broadvoice, an award-winning provider of hosted voice, unified communications (UC), texting and SIP trunking services for businesses, announced today that it received three silver Stevie® Awards for Customer Service in the 15th annual Stevie Awards for Sales & Customer Service. Broadvoice was honored for:…

Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025

Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2021 and Beyond By 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience, according to Gartner, Inc. Digital transformation for service organizations initially focused on websites for desktop users but shifted to enterprise-native mobile app experiences with the proliferation of smartphones and tablets. However, despite significant investment and promotion, most…

Glia Raises $78 Million in Series C Funding Led by Insight Partners as Demand for Digital Customer Service Accelerates

Company's total fundraising surpasses $100 million as market goes mainstream Glia, a leading provider of Digital Customer Service, announced that it has raised $78 million in Series C funding, bringing Glia's total fundraising to $107 million. This round was led by existing investor Insight Partners and Glia was advised in the transaction by Cooley LLP. Glia grew by more than 150% in 2020 as the pandemic forced businesses to reimagine how they guide and connect with customers in a digital world. The investment will allow…

Cresta Launches Real-Time Intelligence For Customer Service

Cresta, the real-time intelligence platform for customer conversations, announced the launch of Cresta for Customer Service, designed to enable customer care teams to deliver more personalized customer experiences. Cresta’s real-time AI coaching solution is for companies seeking to deliver the best possible service and support experience to their customers. Cresta’s AI continuously learns top-performing service behaviors and puts those insights into action with real-time assistance and personalized coaching, resulting in…

Study: COVID Reshapes Traditional Customer Service

Uniphore, an early leader in Conversational Service Automation (CSA), announced results from its latest COVID-era survey that underscores how challenges facing customer service centers are resulting in increased consumer frustration and missed opportunities for brands to build trust and loyalty. The report also shows consumer acceptance for new technology that can help call center agents and better serve the immediate needs of the customer. Marketing Technology News: Unity and Snap Inc. Partner to Extend Ad and Tech Reach…

Astute Releases Definitive Guide to Customer Service Automation

Guide details benefits, best practices, and pitfalls of customer service automation Astute, Inc. (“Astute”), a leading customer engagement and Voice of the Customer (“VoC”) platform, released its Definitive Guide to Customer Service Automation. The guide covers the key drivers behind customer service automation trends, the benefits of automating, best practices, and common mistakes to avoid. “Customer service automation technology has tremendous potential to improve outcomes for customers, business leaders, and agents…

Inbenta Launches A New Podcast For Customer Service Professionals

Inbenta, a global leader in Symbolic AI-based Customer Interactions applications, is excited to announce the launch of their new podcast designated for the customer service industry. Marketing Technology News: FedEx to Acquire ShopRunner to Expand E-Commerce Capabilities Inbenta launched “Future of Customer Service”, a weekly podcast hosted by Andrea Palten, Inbenta's marketing and content specialist. Each episode includes a customer service expert to offer context of the news, struggles, and wins of the customer support…

Hiver Announces a Suite of Productivity Features to Take on Traditional Customer Service Helpdesks

Hiver on Tuesday announced the launch of a slew of productivity features, including new Automations, Workload Distribution, and an all-new Mobile App. Hiver is the only helpdesk in the market that operates out of Gmail and boasts of such powerful functionalities. Recommended: MarTech Primer: Advertising Technology and Demand-Side Platforms (DSPs) Talking about the launch, Niraj Ranjan, the CEO, and Co-founder of Hiver, said: "We shifted our focus from the shared inbox market to the customer service helpdesk market…

Study: Role of Customer Service in Online Holiday Shopping Plans

The global pandemic is continuing to reshape the retail sector, fueling $189B in anticipated online holiday sales and forcing brands to wage a virtual battle for customer loyalty. Retailers that enter 2021 with a tailwind will be those that elevate their customer service, according to a survey of 750 consumers conducted in October 2020 by Simplr, in which 90 percent of consumers who shop online said exceptional customer service is important when choosing where to shop. That loyalty translates into revenue, as six in 10…

AIM Media Improves Customer Service and Efficiency With TCN IVR and Agent Gateway

TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, celebrates the success of serving the AIM Media companies. AIM MEDIA companies include AIM Media Texas, LLC, AIM Media Indiana, LLC, and AIM Media Midwest, LLC. Collectively they publish 28 daily newspapers, several weeklies, and other media-related businesses in four states. The organization has selected TCN to provide Interactive Voice Response (IVR) and Agent Gateway solutions to…