As COVID-19 accelerates organizations’ digital experience optimization efforts, Decibel shatters expectations As enterprises double down on optimizing digital customer experiences, Decibel, the leader in digital experience analytics, announced impressive growth among its customer base, with the company securing 135% of its revenue forecast for Q2. This comes on the heels of Decibel’s Series B funding announcement of $40 million in May, which brought the company’s total funding to date to $54 million. Marketing…

Across the United States, UnityBPO supports clinicians in their use of technology, clinical applications, and EHRs and assists patients in the digital management of their healthcare. UnityBPO is a rare health IT services provider with one purpose – to be a lifeline for clinicians and patients in their use of technology. To achieve that goal, UnityBPO recently deployed Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, to modernize the experience it delivers and blend customer…

Verizon pilots Google Cloud Contact Center Artificial Intelligence to deliver more intuitive customer support through natural-language recognition, faster processing, and real-time customer service agent assistance Verizon customers in search of support may soon find a more natural and streamlined digital experience, thanks to a new collaboration with Google Cloud. What they won't see behind this experience is the conversational artificial intelligence (AI) that can help customer care agents respond to customer queries,…

Companies have emerged with solutions to create more personalized and meaningful brand experiences for their customers. To reach these greater levels of customer experiences, they are collecting more data than ever. Protecting and securing this data is table stakes in establishing consumer trust. But what’s often missed is making sure to always honor the consumer’s privacy in the process. Just because the data can be used doesn’t mean it should be used. We should always consider The Golden Rule of Data (which I’ve written…

Solvvy, the leader in conversational customer experience, unveiled its "Conversational Concierge," a Next-Gen Chatbot Platform with a beautifully redesigned experience that allows top brands to effortlessly deliver intelligent, personalized, on-brand support to customers across channels. Businesses who deploy Solvvy provide their customers with a conversational experience which 'traditional' chatbots fail to achieve, with powerful out of the box capabilities that deliver outstanding ROI. "There are a number of…

Salesforce CPQ Users Can Now Visualize Products in 3D and AR During the Quoting Process to Drive More Confidence, Faster Sales Velocity, in eCommerce Experiences. Threekit, a platform that lets buyers configure and customize their products in 3D, augmented reality (AR), and via Virtual Photographer, is thrilled to announce that its Salesforce Configure-Price-Quote (CPQ) Connector is now live in the Salesforce Appexchange. Threekit’s next-generation 3D and AR solution help brands on Salesforce CPQ accelerate deals,…

Cloud contact center leader first to integrate with both Zoom Phone and Zoom Meetings, new unified interface drives increased employee productivity and better customer service Genesys, the global leader in cloud customer experience and contact center solutions, announced it is partnering with Zoom Video Communications, Inc. to make it easier for teams to work together more efficiently. New integrations for Genesys Cloud™ with Zoom Phone and Zoom Meetings enable organizations to power their entire enterprise communications…

Merkle, a leading technology-enabled, data-driven performance marketing agency and part of the Dentsu Aegis Network, has today announced they are partnering with Sprinklr, the leading Customer Experience Management platform (CXM), in the Middle East and North Africa, to improve digital customer experiences across the region. The partnership combines world-class creative talent and category-defining technology to help organizations develop breakthrough digital marketing, advertising and customer care strategies. Merkle…

Combined Solutions Empower Data for Flexible, Scalable and Cost-Effective Email Communications, Driving Improved Email Experiences and Relevance ActionIQ, the leading customer data platform for enterprises, and SparkPost, the world's largest email delivery and analytics engine that delivers over a third of the world's email, today announced an integrated solution bringing brands real-time email delivery, intelligence, and personalization. The combined solution delivers improved personalized and contextual email…

New cloud contact center solution to help fintech company save costs and improve workforce efficiencies To provide more personal, flexible and positive customer experiences, Concord Servicing Corporation ("Concord") has selected Genesys Cloud. A move to the all-in-one solution and the world's leading public cloud contact center platform will allow Concord to help its loan originators and capital providers work more efficiently and deliver better service to customers. In addition, the recognized leader in portfolio…

The Office of Experience (OX), a Chicago-based design and digital innovation agency, announced that it has named Bryan Jones as Chief Technology Officer. Jones comes to OX most recently from the Marketing Store, where he served as Global Chief Technology Officer delivering product solutions for McDonalds, Nissan and T-Mobile. Marketing Technology News: New Comscore and JW Player Partnership Delivers Contextual Targeting for Video Advertising "Bryan is a master at designing digital…

New capabilities unify all aspects of journey creation, management and optimization, making it fast and easy for marketers to achieve success with cross-channel customer engagement Customer engagement company Airship revealed new Airship Journeys visualizations that make managing in-the-moment cross-channel customer experiences dramatically simpler and more effective for marketers. Now, for the first time, marketers can quickly zero in on underperforming campaigns with high-level views of performance and journey…

Unified platform and comprehensive user interface provides advanced performance and support for optimized contact center interactions Fuze, the leading cloud-based communications provider for the modern global enterprise, today unveiled their fully integrated contact center as a service (CCaaS) solution, embedded within the Fuze unified communications as a service (UCaaS) platform. According to a Forrester Research report, “developing a solid contact center road map in the context of a broader customer experience (CX)…

Retailer Leverages Technology To Enhance Customers’ Digital Experiences Nutanix, a leader in enterprise cloud computing, announced that Smartbox Group, a leading European retailer of gift experiences, expanded its relationship with the company to support its digital modernization project. Smartbox leverages Nutanix software to modernize its IT infrastructure, streamline operations, and reduce costs in order to delight customers with tailored, real-time experiences. A seamless omnichannel customer experience is now a…

Tech-enabled BPO’s speech analytics platform enhances speech-to-text transcription of calls for more precise data analytics and personalized call center solutions iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced the release of its newly enhanced customer speech analytics platform. The cloud-native speech analytics platform now includes full call transcription, or speech-to-text translation, for recorded interactions between a customer and customer service agent.…

Arc’teryx elevates the eCommerce shopping experience while advancing adaptive AI-driven fraud prevention and strategic revenue growth Kount, the leading AI-driven fraud prevention solution, announced that Arc’teryx, a global company specializing in technical high-performance apparel, has selected the Identity Trust Global Network to upgrade its fraud prevention and expand into new geographies while providing a frictionless and highly personalized experience for “pro” customers. “By customizing its policies around…

Education platform, Wall Street English uses Swrve to deliver hyper relevant, localized, real-time mobile messaging to 90,000 students in 28 countries worldwide Swrve, the world leader in mobile marketing and customer engagement announced today that Wall Street English is increasing in-app engagement and boosting student retention with Swrve. The award-winning education platform uses Swrve to deliver hyper relevant localized mobile messaging to students in 28 countries worldwide. Awarded Best Education Platform of the…

With an extensive portfolio guiding the cloud migration process, Genesys enables contact centers to achieve greater productivity and customer engagement Based on its recent analysis of the Latin American & Caribbean contact center solutions market, Frost & Sullivan recognizes Genesys with the 2019 Latin American & Caribbean Company of the Year Award. It employs artificial intelligence (AI) and machine learning engines to optimize operations for agents. With a portfolio of products adapted for local markets,…

An exceptional customer experience (CX)—in the eyes of the customer—is one where you engage with them at the right time, with a relevant message, while having the utmost respect for their privacy. Consider that 67% of consumers feel it’s important for brands to adjust content based on their current context, and 42% said they get “annoyed” when their content isn’t personalized. Strong security increases customer satisfaction by almost 30%, and 87% of customers will take their business elsewhere if they don’t trust a…

Wirecard Is an Official Development Partner of SAP in the Area of Cloud Solutions Within the Framework of The SAP PartnerEdge Program Wirecard, the global innovation leader for digital financial technology, and SAP, the market leader in enterprise application software, are taking their long-standing partnership to a new level. Wirecard will combine its technologies with individual product divisions of SAP to deliver joint solutions that complete the customer journey and offer new kinds of digital customer experiences.…