Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Thrive in an All-Digital, Work-from-Anywhere World

Service leaders will be able to predict customer demand and organize their workforce to staff the right agents with the right skills at the right time -- all on the world's #1 CRM Salesforce, the global leader in CRM, introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel. With COVID-19, contact centers are dealing with a huge…

Avaya Acclaimed by Frost & Sullivan for Elevating Contact Center Workforce Engagement

Avaya's solutions combine resources, insights, and knowledge from across the organization to deliver outstanding customer and employee experiences Based on its recent analysis of the North American workforce engagement management (WEM) market, Frost & Sullivan recognizes Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, with the 2020 North American Growth Innovation Leadership Frost Radar Award. The Avaya OneCloud contact center-as-a-service (CCaaS) portfolio…

Talkdesk Expands Cloud Contact Center Offering With a Complete Suite of Workforce Engagement Management Solutions

Products #17 to #20 complete the Talkdesk 20-in-20 innovation program, confirming Talkdesk’s commitment to delivering a global, end-to-end CX solution on a single unified platform  Talkdesk completes ambitious 20-in-20 product launch plan with four new product as part of Workforce Engagement Management (WEM) suite Talkdesk WEM additions and enhancements include Quality Management, Advanced Call Recording, Screen Recording and Speech Analytics New products and enhancements combine with Talkdesk Workforce Management…

CXone@home is Expanded to Include Workforce Engagement Suite to Ensure Agent Productivity While Working at Home

NICE inContact, a NICE business and the leader in cloud contact center solutions, today announced that its CXone@home offering has been expanded to include the complete suite of workforce engagement and optimization (WFO) capabilities to ensure agents are productive while working from home. CXone@home is Expanded to Include Workforce Engagement Suite to Ensure Agent Productivity While Working at Home. Many organizations that have shifted to work from home now face challenges of engaging and ensuring performance of…

Verint Positioned as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management for the 12th Consecutive Time

Verint Systems Inc., The Customer Engagement Company, announced that Verint has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM) report*. Gartner indicates that WEM Magic Quadrant Leaders “provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are…

Verint Only Vendor Recognized by Gartner in the 2019 Magic Quadrant for the CRM Customer Engagement Center and the Magic Quadrant for…

Verint Systems Inc., The Customer Engagement Company, announced its inclusion in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published June 11, 2019, by the research and advisory firm. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management** (WEM) research earlier this year. “As the customer engagement company, we are pleased to be the only firm to have our solutions recognized in both reports” In…

Calabrio Named as the Only Visionary in 2019 Gartner Magic Quadrant for Workforce Engagement Management

Calabrio, a leading provider of customer engagement and analytics software, announced that Gartner, Inc. has recognized Calabrio as a Visionary in the February 2019 Gartner Magic Quadrant for Workforce Engagement Management (WEM) for the third consecutive year. The company was recognized for its ability to execute and completeness of vision. “There are four key pillars of focus for delivering great customer service experiences within a leading customer service organization: 1) Getting connected to the customer; 2) Being…

Verint Once Again Ranked as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management

Verint Systems Inc., The Customer Engagement Company, announced that Verint has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management(WEM) report. “We believe Gartner’s recognition of our market strengths validates what we hear from customers and the market at-large. In fact, our unified and automated approach to employee engagement continues to gain traction with our customers.” Gartner indicates that WEM Magic Quadrant Leaders “provide functionally…

World of Books Deploys StaffConnect’s Mobile Employee Engagement Platform to Keep Its Deskless Workforce Well-Connected and Ensure Ongoing…

Global Online Used Bookseller Leverages StaffConnect for Two-Way Communication Across its Entire Workforce to Share Company Vision, Best Practices and Values of Having a Positive Impact on the Planet StaffConnect, the leading provider of mobile employee engagement solutions for the deskless workforce, announced today that one of the world’s largest online sellers of used books, World of Books, has deployed StaffConnect’s platform to keep its workforce well-connected and up-to-speed to achieve its vision of becoming the…

World Fuel Services Connects its Global Workforce and Reimagines Digital Customer Engagement with Box

Box, Inc., a leader in cloud content management, announced that World Fuel Services, a leader in the energy industry, selected Box to be the content layer for its IT infrastructure of best-of-breed cloud applications, centralize content management across its global workforce, and reimagine customer engagement models and digital business processes. World Fuel Services Connects its Global Workforce and Reimagines Digital Customer Engagement with Box World Fuel Services provides energy, logistics, and technology solutions for…

Verint Expands Customer Engagement Market Leadership in Asia Pacific

Frost & Sullivan Ranks Verint First in APAC Market Share for Cloud and On-Premises Workforce Management, Quality Monitoring, and Analytics; Firm Names Verint Contact Centre Optimization Solution of the Year Verint Systems Inc., The Customer Engagement Company, announced that it has once again been confirmed as the leading Contact Centre Workforce Management (WFM), Quality Monitoring (QM) and Analytics vendor in the APAC region, according to a recent APAC market share report from Frost & Sullivan. In addition, the…

‘Good Gig’ Charter: The Gig Workforce Is Not Just For Christmas

The pandemic has changed the global hiring and workplace engagement trends. But, even before the COVID-19 first made its presence felt, the Gig Workforce was a much talk-about trend in the hiring industry. As we see a very high percentage of enterprises and SMBs scouting for the skilled workforce, the gig economy is certainly going to be a permanent feature in the hiring market. We are witnessing new platforms such as Gig Customer Service, Gig Customer Experience Management (GigCX), and Contractual Employee experience…

Fuze Enhances Remote Experience with Platform Updates Purpose-Built for the Distributed Workforce

New communications features for remote users, enhanced IT management tools, and expanded capabilities provide greater scale and flexibility across the modern enterprise Fuze, the leading cloud-based communications provider for the modern global enterprise, announced a series of enterprise-grade enhancements to the Fuze platform. With new features for improved scalability and mobility, upgrades to the Fuze Contact Center and IT management tools, the Fuze platform enhances user experiences across the distributed workforce.…

Healthy Workforce Institute’s New Report Helps Healthcare Leaders Evaluate and Address Disruptive Behaviors

Healthy Workforce Institute's Mission is Creating a World Where We Reject Bullying, and Incivility and Kindness, Respect, and Professionalism Become the New Norm Disruptive behaviors, including workplace bullying and incivility, continue to plague healthcare organizations. A new report by the Healthy Workforce Institute highlights how healthcare leaders are using a new validated assessment tool to reliably measure the frequency of common disruptive behaviors in the workplace, quantify results, and utilize data to inform a…

SAP Litmos Training Now Available on SAP Store – Expands Accessibility of Learning Solution, Empowers Remote Workforces

SAP SE announced the global availability of the SAP Litmos Training solution, customer experience edition, on SAP Store, making it easier than ever to train on-demand from anywhere at any time. Businesses around the world now have digital access to the tools needed to develop, manage, and extend world-class training to employees, partners, contractors, customers, and more. Marketing Technology News: Viral Nation Announces Launch of Influsoft, The Industry’s First Cross-Platform Influencer Marketing Campaign Solution…

Mindbody Adopts RingCentral’s Modern Cloud Communications Solution to Keep Its Distributed Workforce Connected

RingCentral, Inc., a leading provider of global enterprise cloud communications, collaboration, and contact center solutions announced that Mindbody, the leading technology platform for the wellness industry, has adopted RingCentral’s unified cloud communications platform to keep its distributed, global workforce connected from anywhere on any device, across the United States, United Kingdom, and Australia. Founded in 2001 and headquartered in San Luis Obispo, CA with locations across the globe, Mindbody enables businesses…

Equifax, LVMH and the State of Illinois Trust the Okta Identity Cloud to Secure Workforce and Customer Identities

Organizations across industries leverage the Okta Identity Cloud to adapt to challenges brought on by the COVID-19 pandemic Okta, Inc., the leading independent provider of identity for the enterprise, announced that Equifax and LVMH selected the Okta Identity Cloud to seamlessly and securely connect their people to critical applications. Okta also announced that the State of Illinois successfully deployed the Okta Identity Cloud to enable its workforce to address the challenges brought on by the COVID-19 pandemic. Okta…

Clari Account Engagement Improves Go-to-Market Effectiveness Across the Revenue Process

Clari, the revenue operations leader, announced Account Engagement, delivering actionable AI insights about account relationships and activity to help leaders strategically identify risk and opportunity and deploy resources against the accounts that matter most. In an increasingly remote selling environment, best-in-class revenue teams rely on Clari's Account Engagement to manage rep and buyer activity on target accounts and align go-to-market strategy and sales execution in real-time. For most companies, the stale…

With its AI and Cloud Capabilities, Verint Ranked Global Market Leader in Workforce Management by Pelorus Associates

Verint Systems Inc., The Customer Engagement Company, announced Pelorus Associates 2020 World Workforce Management Systems Market Report ranks Verint as the overall leader in global workforce management (WFM) market share based on aggregate sales volume for 2019. "Verint again emerged as the global leader in WFM sales," said Dick Bucci, principal, Pelorus Associates. "The company has ranked number one during the past several years and clearly knows how to effectively market WFM software across the board to international and…

Performance Management to Increase ROI, Employee Engagement and Customer Experience

Frost & Sullivan's brief highlights that PM tools that make agents' jobs simpler and allow them to better connect and serve customers will ultimately impact CX A differentiated customer experience (CX) is at the heart of service delivery in the contact center industry. Businesses are acknowledging that one of the best ways to achieve this ideal end state is to create an engaged and happy workforce. This has resulted in a surge in the demand for performance management (PM) solutions that can help agents better serve…