The Digital Contact Centre Employee, who already handles 4.5 million calls/month at Telefónica, can now be cloud-sourced via DigitalWorkforce.ai to support more organisations in delivering a scaled and superior customer service IPsoft, the largest independent leader in enterprise artificial intelligence (AI), is announcing the launch of Amelia for Customer Care. The cloud-based Digital Employee will help companies accelerate their first-touch customer interactions and time to resolution (TTR), with Amelia capable of…

2019 NorthFace ScoreBoard Award Given to Companies That Consistently Exceed Customers' Expectations with Highly Engaged Employees Braze, the comprehensive customer engagement platform, announced today that it has received the 2019 NorthFace ScoreBoard Award for superior customer service from Customer Experience (CX) specialists Customer Relationship Management Institute LLC (CRMI) and leading customer satisfaction and service quality research and consulting firm Market Intelligence International (Marketii). This is the…

71% in multi-country survey notice more personalization in customer experiences thanks to technology It's a more efficient but somewhat impersonal world when it comes to customer service, according to a new survey sponsored by Genesys®, the global leader in cloud customer experience and contact center solutions. Genesys gauged the sentiments of 5,000 adults in six countries: Australia, Germany, Japan, New Zealand, the United Kingdom (U.K.) and the United States (U.S.). While a majority (71%) believe that customer service…

Reply is the first acquisition for Kustomer, reinforcing Kustomer's commitment to AI and machine learning capabilities throughout the customer journey. With Reply, Kustomer will now offer enhanced chatbot and deflection capabilities through its customer service platform Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announced today it has signed an agreement to acquire Reply.ai, a customer service automation company founded in 2016 that helps companies…

In wake of the COVID-19 pandemic, AdCellerant has shifted its tremendous resources to focus, almost exclusively, on helping small businesses make it through the economic downturn. AdCellerant's core business model focuses on providing digital advertising solutions to small and medium-sized businesses through white-label channel sales partners. Brock Berry, AdCellerant's CEO and co-founder explains, "Our partners and their small business advertisers have been affected by COVID-19 in unprecedented ways. Our entire focus is…

Two thirds of gig customer service experts are picking up extra tasks due to COVID-19. 1 in 3 ‘gig on the side’ to supplement full-time work. 7/10 surveyed were university educated; 85% speak more than one language. Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released by AI-driven gig customer service platform Limitless. The gig…

Products #15 and #16 of Talkdesk 20-in-20 spotlights the company’s innovation DNA and ability to quickly deliver market-defining solutions Talkdesk delivers world’s first cloud-native, end-to-end solution for delivering great customer experiences with CX Cloud Talkdesk delivers first contact center integration platform as a service for custom app integrations in minutes via Talkdesk Connections Talkdesk CX Cloud consolidates all Talkdesk 20-in-20 product innovations into one seamless, end-to-end platform…

-- Increased Customer Inquiries, Complex Issues And Demand For Greater Efficiencies Challenge Underprepared Remote Customer Service Teams -- Kustomer, the SaaS platform reimagining enterprise customer service, released new survey data revealing that customer service organizations play a vital role during the COVID-19 pandemic as companies are working remotely and forced to do more with less. Based on a survey of more than 150 customer service professionals across a variety of industries, Kustomer found that 90% of…

ServiceNow Inc and Adobe Inc said on Tuesday they will make their software systems work together in an effort to improve apps used by customer service representatives. ServiceNow has long made software that large businesses use to field internal requests from employees to their information technology departments, but in recent years has branched into selling similar software for use by customer service departments to handle requests from external customers. Adobe, once known for its Photoshop digital imaging software,…

-- Increased Customer Inquiries, Complex Issues And Demand For Greater Efficiencies Challenge Underprepared Remote Customer Service Teams -- Kustomer, the SaaS platform reimagining enterprise customer service, released new survey data revealing that customer service organizations play a vital role during the COVID-19 pandemic as companies are working remotely and forced to do more with less. Based on a survey of more than 150 customer service professionals across a variety of industries, Kustomer found that 90% of…

New fast-deploying SaaS solution centralizes messaging channels to help agents better handle today's increasing volumes of customer service inquiries Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced the launch of Pega Customer Service™ Unified Messaging Edition – a new SaaS-based application that helps customer service teams respond faster and more efficiently to customer inquiries flooding in across disparate messaging channels. Deployable…

Leading Digital Adoption Solution recognized as a finalist under the 'Organization of the Year' category Whatfix, the leader in Digital Adoption Solutions ("DAS"), announced it has been named a finalist of Business Intelligence Group's 2020 Excellence in Customer Service Award as Organization of the Year. "We are thrilled to be recognized as a finalist by the BIG Excellence in Customer Service Awards for our endless efforts to provide the best customer support," said Khadim Batti, CEO and co-founder of Whatfix. "Our…

Gender differences come to light in Genesys consumer survey on customer experience Mars and Venus are still in opposition in the realm of customer experience. A recent survey by Genesys, the global leader in cloud customer experience and contact center solutions, finds that men and women have different expectations when it comes to good customer support and communication methods. For instance, nearly 20% more men than women are open to paying extra to get the type of service they want. Marketing Technology News:…

Market first customer support integration enables millions of users of popular communications app to accelerate collaboration and swiftly resolve soaring inquiries Freshworks Inc., the customer engagement software company, announced the integration of its customer support and engagement software Freshdesk with Slack, the leading channels-based messaging platform which counts over 12 million active daily users performing over five billion actions every week. This first-to-market customer support integration extends…

3CLogic to reveal latest Cloud Call Center and CTI Solution during Knowledge 2020 Digital Experience 3CLogic, a leading provider of cloud contact center solutions, announced its Select-level sponsorship for ServiceNow’s Knowledge 2020 Digital Experience event. The annual conference, recently converted to a five-week digital format due to COVID19, is considered one of the largest gatherings of professionals focused on digital transformation and delivering great customer and employee experiences. Marketing Technology…

Glia, a leader in enterprise Digital Customer Service solutions, announced that it has been named in Gartner's recent report, The 2020 Gartner Market Guide for Digital Customer Service and Support Technologies as a Representative Vendor for providing Digital Customer Service and Support Technologies solutions. With current world events changing the way all business is conducted, enterprises need tools to quickly address situations where both customers and service representatives are working remotely, and customers are…

Khoros helps brands efficiently manage high customer support volumes in digital channels and offers its technology to government health organizations in Facebook’s Messenger program Khoros, a global leader in customer engagement software, announced that its Khoros Care solution handles over 2.5 million customer service messages per day to support brands and their customer service teams during the COVID-19 crisis. The Care solution has also helped to increase customer service teams’ efficiency by over 30% and to improve…

Business Intelligence Group has named Pipedrive a winner in the 2020 Excellence in Customer Service Awards. "Customer service is a total team effort in our entire company. I cannot thank our team members enough for their patience, compassion and mastery of our product suite," says Mara Vicente, Global Head of Customer Support at Pipedrive. "Our employees are called Customer Solutions Experts for a reason. Deep product knowledge empowers each skilled team member to be by the side of our customers – sales and marketing…

Alfresco’s Customer and Premier Support Teams Recognized Yet Again in Prestigious CRMI NorthFace ScoreBoard Award Alfresco Software, an open source, content services provider, announced that the Customer Relationship Management Institute, LLC (CRMI), a leading organization recognizing achievements in customer support, has recognized Alfresco’s Technical and Premier Support teams for their customer service excellence. Alfresco was presented with the CRMI's NorthFace ScoreBoard (NFSB) Award for Outstanding Customer Service …

KustomerIQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of KustomerIQ, its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is empowering companies to do more with less, and operate as efficiently as possible in the face…