eGain, the leading provider of customer engagement solutions, announced that it has achieved “in process” status on the Federal Risk and Authorization Management Program (FedRAMP) Marketplace. The company is currently working with its sponsor, the Internal Revenue Service (IRS) and the FedRAMP PMO (Program Management Office) to achieve FedRAMP Authorization. Marketing Technology News: Equifax Names Andrea Lawson as Chief Talent and Diversity Officer FedRAMP is a government-wide program that provides a standardized…

eGain, the leading provider of customer engagement solutions, announced that a leading omnichannel retailer is now offering expanded self-service powered by eGain. The company selected eGain for its deep product capabilities and quick business value. With shoppers going digital in a hurry in the pandemic, the company needed to rapidly expand customer self-service, while controlling operating costs. Marketing Technology News: InMoment Announces XI Digital Transformation Solution to Help Top Brands Improve Digital…

eGain, the leading provider of customer engagement solutions, announced its support for Google’s Business Messages for conversational customer service and engagement, as part of the eGain Messaging Hub™. Contact centers will now be able to handle the complete lifecycle of handling Google’s Business Messages with eGain, while integrating the interactions with other touchpoints for a complete view of the customer. Marketing Technology News: Cordial Enhances Its Cross-Channel Platform With A Reimagined Mobile App Solution…

eGain, the leading provider of omnichannel customer engagement solutions, announced that it has partnered with Avaya to accelerate digital transformation of customer engagement. Today’s customers seek instant gratification and demand digital-first experiences across touchpoints.  For example, a customer may receive a promotional SMS-based offer from her bank, choose to instantly engage with a conversational virtual assistant via messaging, get qualified as a hot lead, and get connected in real-time to chat with a banker.…

RateGain, a leader in providing SaaS products for travel and hospitality, announced a multi-year partnership with Leonardo to revolutionize hotel distribution on a global scale. Leonardo, a Jonas Hospitality company, is a leading provider of technology solutions that help people have better travel experiences. The company's core technology has been trusted by the world's largest hospitality brands and technology companies to manage, distribute, and display hotel images for two decades. For Leonardo, this partnership…

eGain, the leading provider of cloud-based customer engagement solutions, announced that A-dec, world’s leading dental equipment manufacturer, selected eGain AI knowledge for contact center support and digital self-service. A-dec manufactures a complete portfolio of dental operatory products, including chairs, stools, delivery systems, lights, cabinets, and A-dec | W&H handpieces. The complex nature of these products makes customer support essential to the A-dec value proposition. Marketing Technology News: Millers…

RateGain announced the acquisition of BCV, the only hospitality focused social media provider with the capacity to monitor and engage the social universe 24 X 7. BCV, a RateGain company, will now offer a comprehensive Guest Experience Cloud platform with an arsenal of proprietary digital products designed to increase direct sales, provide unparalleled guest interactions, and mitigate negative experiences helping hotel chains maximize the guest lifetime value. This acquisition will further help RateGain unlock revenue across…

eGain, the AI-powered customer engagement platform provider, announced that Altitude Software will embed eGain AI and Knowledge Management into its Xperience Suite. According to a survey conducted by Forrester Consulting on behalf of eGain, poor access to relevant knowledge among contact center agents is the #1 driver of bad customer service. Altitude Software, a pioneering provider of customer interaction solutions, will deliver deep, seamless integration with eGain AI and Knowledge to offer process guidance and…

Consume Innovation Easily and Leverage Best Practices to Deliver Digital Experience (DX) and Customer Success eGain, the leading provider of cloud-based customer engagement solutions, is hosting eGain Digital+AI Day on May 14, 2018, at The Brewery in London and will showcase customer success and innovative solutions to enhance customer's digital experience. According to multiple research studies, 70-90% of digital transformation initiatives fail, largely due to point-solution spaghetti and unsynchronized innovation.…

eGain Has Integrated Support for Facebook Messenger into the eGain Advisor Call Center Agent Desktop eGain, the leading provider of cloud-based customer engagement solutions, announced its integration with Facebook Messenger. eGain has integrated support for Facebook Messenger into the eGain Advisor call center agent desktop. With so many brands and merchants using their Facebook company page to engage with customers, it's a natural progression for these customers to send customer service requests via Facebook…

Powerful policy management innovations roll out ahead of Signifyd’s Digital Risk Connect event for fraud and payment professionals Signifyd announced an enhanced version of its Decision Center module that allows retail enterprises to customize their efforts to stop revenue leakage caused by promotion abuse and to protect their brand reputations and relationships by thwarting third-parties that buy in bulk and resell without formal agreements to do so. Decision Center’s new self-service capabilities for promotion abuse and…

14th annual Accenture Holiday Shopping Survey also finds consumers choosing home delivery and minimizing in-store shopping As the retail industry gears up for its busiest shopping period, the COVID-19 pandemic is making consumers focus on their own health and safety and the well-being of retail employees, according to findings of the 14th annual Accenture Holiday Shopping Survey For instance, three-quarters (76%) of the more than 1,500 U.S. consumers surveyed said they want retailers to close on Thanksgiving…

Interacting with customers has always been a tricky proposition. The COVID-19 pandemic has more than unquestionably changed our world.  As companies look to regain lost momentum, sustain existing business activity, and return to growth, what can we learn from how the pandemic changed the way companies and customers communicate? To answer this question, we’ve been conducting biweekly rounds of consumer research and in-depth company interviews since April to get a pulse on how interactions have changed between customers and…

Convergence Inc., a leading data firm focused on data, research and insights on all SEC Registered Investment Advisors worldwide and all State Registered Advisors announces the immediate availability of the company’s award-winning data analytics through the launch of its new E-Commerce Platform The platform will initially provide Chief Compliance Officers, compliance and investment due diligence professionals with access to one of three analytical tools that will help them assess the quality of their Form ADV The second…

Are you thinking about the future of sales? With almost 90% of sales having moved to a virtual model, it’s more important than ever to ensure sales teams understand customers’ needs. In today’s ever-competitive landscape, each sales representative must be equipped to serve the long tail of accounts and price more effectively for each transaction. However, the current, unpredictable business landscape and ongoing disruption often lead to misguided and fear-based decisions in the field. Each of which, when inspected…

 Cardlytics, an advertising platform in banks’ digital channels, announced the appointment of OpenTable’s Chief Marketing Officer, Jessica Jensen, to its Board of Directors. Recently elevated to CMO from her position as SVP Marketing, Jensen leads global marketing for the online restaurant-reservation service company. Prior to the coronavirus pandemic, Jensen led growth in customer acquisition on the OpenTable platform. Her current focus is helping customers regain confidence in the food service industry and embrace dining…

IZEA Worldwide, Inc., the premier provider of influencer marketing technology, data, and services for the world’s leading brands, published a brief today which provides its first public analysis of the influencer marketing industry within the travel and tourism industry since the outbreak of COVID-19. The industry brief is based on data surfaced by BrandGraph, IZEA’s proprietary social intelligence platform focused on the influencer marketing space. The platform is used to identify, compare, and contrast momentum across…

eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020. Here are key findings: Marketing Technology News: Bright Pattern Contact Center Chosen by…

Voxox, an innovator in cloud communication solutions for businesses, announced the launch of their VoxDirect "Free Forever" plan as a direct response to helping small businesses come back stronger, and faster from the recent national crisis. VoxDirect from Voxox is a communications hub that unifies powerful phone and mass texting capabilities for small businesses in a single service. To further their support, VoxDirect is offering a complete online learning center for small business owners to maximize the use of text message…

The spread of coronavirus has had an unprecedented and unpredictable impact on digital commerce. And after following the data closely for nearly three months, we’ve noticed that shoppers have been permanently moving their purchasing behavior from omnichannel to pure eCommerce. What does this mean? That now is a good time to engage with current and prospective customers as they shift their behavior online. And considering 56% of consumers have been using their cell phone more since COVID-19 began, retailers must pivot…