Qualtrics , the world's No. 1 Experience Management (XM) provider and creator of the XM category, and Genesys, a global leader in cloud customer experience and contact center solutions, today announced a new partnership to help companies deliver world-class customer service experiences at scale. The new alliance will bring together Genesys' engagement data, such as a customer's previous service interactions, and Qualtrics' experience data, or how customers felt about the service they received, to help companies to understand…

Outdoor retailer will use Amperity's best-in-class customer data platform to grow business, improve customer service Amperity, a leading customer data platform, announced today a partnership with Backcountry, the premier online specialty retailer of outdoor gear and apparel, in which it will deploy its data services to manage and unify the brand's first-party customer data. Backcountry will leverage Amperity's best-in-class data management and customer analytics capabilities to build a better customer data foundation, drive…

Customer Relationship Management Institute LLC (CRMI), specialists in driving companies' revenues and profits by implementing Customer Experience (CX) strategies that make CX the most critical component of their DNA (CXDNA), announced that 33 service organizations have qualified to receive the NorthFace ScoreBoard Service Award 2020 for superior customer service. Marketing Technology News:  Avtex Wins 2021 Pandemic Tech Innovation Award CRMI also recognized six companies for engaging employees to meet the rigorous…

Quality Intelligence solutions provider recognized for educating and empowering manufacturers through a complete revamp of its customer support site InfinityQS® International, Inc. (InfinityQS), the global authority on data-driven enterprise quality, was named a Bronze Stevie® winner for “Innovation in Customer Service” in the 15th annual Stevie Awards for Sales & Customer Service. The quality solutions provider was honored for launching a complete transformation of its customer support site, which now provides an…

After quadrupling revenue in 2020, the customer service company opens a new office in Dallas, Texas with plans to hire over 100 people within its operational, sales, tech and executive teams HiOperator, a scalable customer service-as-a-service solution, today announces its expansion into the Dallas market with the opening of its newest office. This comes on the heels of rapid growth, as the company more than quadrupled its revenue in 2020 and is on track to do the same thing again this year. Marketing Technology News:…

Omnie Integrated Services, an innovative, industry-leading, omni-channel customer service platform, announced today they are in cooperation with Zendesk, Inc. Omnie Integrated Services, an innovative, industry-leading, omni-channel customer service platform, announced today they are in cooperation with Zendesk, Inc. The Omnie solution, which delights users through an integrated, managed customer service experience is elevating the way brands communicate with their customers. Omnie customizes its solution to…

Y Meadows, a technology company dedicated to empowering customer support teams with tools to elevate the quality of their service, announces the launch of its AI customer service automation solution. AI Customer Service Marketing Technology News: Hootsuite Welcomes New SVP of Software Development, Manish Kamra Y Meadows leverages advanced Natural Language Processing (NLP) technology to provide service agents with better, faster and more accurate information in response to customer inquiries. The…

Multiple Coveted Industry Awards Recognize IDology's Distinct Impact on Transforming Identity Verification and Fraud Deterrence IDology, a GBG Company, announced today it has been recognized with multiple industry awards for outstanding customer service and innovative solutions that empower businesses worldwide, helping them stay ahead of shifting fraud tactics with multi-layered identity verification solutions and the data transparency and control needed to build trust in a digital world. Among the awards are: Marketing…

Vivantio, a leading provider of customer service optimization software and solutions, is launching FLEXBridge, a new integrations platform that facilitates connections between Vivantio’s Unified Service Platform and other line-of-business applications. FLEXBridge allows information from applications commonly used in enterprise service management, customer service management and IT to be made available safely and securely within Vivantio’s Service Management tool. Marketing Technology News: KX Partners With Microsoft…

With brands facing increased pressure to deliver always-on, exceptional customer service that increases revenue, Simplr's Conversational Commerce Suite offers a set of capabilities that combine technology, people, and data to help CX and digital teams provide premium customer service levels that make buying easier for customers, and drive revenue for their brands. Marketing Technology News: MarTech Interview with Vanessa Otero, Founder and CEO at Ad Fontes Media A human-first, machine-enabled customer experience…

mParticle Empowers Brands to Improve the Customer Experience by Making the Most Relevant User Data Available in Real-Time to Zendesk mParticle, the largest independent Customer Data Platform, today announced an integration with Zendesk, Inc., a CRM company that builds flexible support, sales, and customer engagement software, that further enables mParticle customers to deliver relevant, timely, and exceptional customer experiences. Zendesk is the latest integration offered by the company, adding to the more than 300…

BairesDev, a leading technology solutions company, was recently named the winner of Silver and Bronze Stevie Awards in the categories of Customer Service Department of the Year and Achievement in Customer Satisfaction in the 19th Annual American Business Awards®. BairesDev's work during 2020 set new company milestones and benchmarks. Q4 2020 was the first quarter in the company's history in which BairesDev achieved a Customer Satisfaction Score of over nine out of ten – a score that surpasses the average industry score in…

UiPath executive Thomas Hansen joins board and Scott Sinatra as new CRO Stellar sales team recruited across the US Move follows recent $15m acquisition Dixa, the Nordic customer service innovator that has transformed the EMEA customer experience (CX) market, is continuing to strengthen its footprint in the US and its disruptive new perspective on customer experience. Dixa is backed by Notion Capital, Project A Ventures and SEED Capital, and is building on its recent $15m acquisition of Australian knowledge management…

Coveo announces new deep learning capabilities to deliver more relevant customer service experiences Coveo, a leader in AI-powered relevance platforms that transform search, recommendations, and personalization within digital experiences, today introduced new deep learning capabilities in its Spring 2021 release of the Coveo Relevance Cloud(™), specifically for delivering relevant customer service and support experiences. Marketing Technology News: MarTech Interview with Gary Burtka, VP U.S. Operations at RTB House…

The command center empowers customer service agents to deliver great experiences that lead to higher customer satisfaction and retention Qualtrics, the world's No. 1 Experience Management (XM) provider and creator of the XM category, today announced the new Customer Care Command Center to help organizations improve customer service agent effectiveness by helping every agent tap into the hearts and minds of the customers they're serving and take action to improve the experiences they deliver. The Customer Care Command…

Dialpad Inc., the industry leader in AI-powered communication and collaboration, announced Bing Lee selected Dialpad to power its customer service operations. Bing Lee chose Dialpad Contact Center™ to support business continuity through the COVID-19 pandemic with flexible cloud solutions to equip agents with best-in-class tools to work from anywhere while maintaining its high customer service standards with advanced Quality Management. Embedded with artificial intelligence (AI), Dialpad Voice Intelligence (Vi™) transcribes…

The leading technology solutions company earns 2 accolades in a new edition of The Business Intelligence Group awards BairesDev, a leading technology solutions company based in San Francisco, has been declared a winner in the 2021 edition of The Business Intelligence Group's Excellence in Customer Service Awards, which celebrates companies that provide a superior level of customer service. Marketing Technology News: Phoenix Suns Team Up With BlueJeans By Verizon To Drive New Era Of Fan And Partner Engagement The…

AdCellerant today announced it has been named a winner in the 2021 Excellence in Customer Service Award presented by Business Intelligence Group. AdCellerant's award-winning Account Management team achieved 95% growth July - Dec 2019 over the same period the prior year, and 2019 as a whole was 80% higher than the previous year. The team achieved this by focusing on the success of its resale partners and their clients. The Account Management team is responsible for servicing these clients and is a key part of the company's…

Findings also show that more than 50% of Millennials and Gen Zers would rather get their teeth cleaned over dealing with customer service, and nearly 70% of people of all ages have abandoned a brand after a negative customer service experience A new survey examining consumer attitudes on customer service, at a time when e-commerce traffic has significantly increased due to the coronavirus pandemic, has found people to be more intolerant and skeptical of the recorded "unusually high call volume" messages. The survey,…

Annual Customer Expectations Report Details Where Brands are Succeeding – and Failing – in Driving Revenue and Consumer Loyalty Gladly, the customer service platform that helps brands deliver a more personalized customer experience, released its fifth annual Customer Expectations Report today, revealing what today’s consumer wants from brands, especially when shopping online. According to the data, while 83% of customers will spend more money with brands that deliver great online customer service, nearly a third of…