Unified Robotic Capabilities Help Agents To Automate Routine Tasks Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, today announced the launch of Robotic Accelerators for Pega Customer Service, making it easy to deploy personal desktop robots to help customer service agents automate their most mundane and repetitive tasks. Now organizations can quickly provide service agents with task-specific bots to simplify their work, increase productivity, and ultimately improve…

Meet Service Cloud Einstein, Salesforce’s latest offering. Conceived as the world’s first intelligent customer service platform, the introduction of Salesforce’s Service Cloud Einstein is an electrifying development for marketers who are perennially challenged to deliver proactive, personalized service to their customers. The intelligent customer service platform offers SMBs seamless opportunity across all marketing channels, enabling them to deliver services that are responsive, intuitive, personalized and smart. Most…

Salesforce, the leading CRM firm, has released its Second Annual State of Service research report, uncovering insights from more than 2,500 customer service professionals. The latest Salesforce report highlights the impact of smart technologies on service protocols and marketing response towards meeting inflated customer requirements. According to Salesforce’s Second Annual State of Service Report, it requires a unified platform to deliver smart customer experience across the enterprise. Executives wielding the right…

World-leading B2B lead generation company, XDBS, has won the prestigious Silver Stevie Award for outstanding Sales & Customer Service for 2014. The award substantiates XDBS's customer-centricity and its continuous efforts to deliver an exceptional customer experience. Marketing Technology News: Comscore Announces New Agreement with Anzu XDBS offers B2B lead generation services and solutions constituting detailed, bespoke research on targeted audiences. Utilizing multi-channel outreach and appointment setting best…

UJET CCaaS Cloud Contact Center Now Available on Oracle Cloud Marketplace for a Single Source of Truth and more Intelligent Customer Experience using Enterprise Customer Data UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center, and a member of the Oracle PartnerNetwork (OPN), today announced its integration with Oracle Cloud CX Service and its availability on Oracle Cloud Marketplace. Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners.…

Alida’s long-time Head of Customer Success elevated to the C-Suite while Tony Chung joins to lead Professional Services for the company Alida (formerly Vision Critical), creator of the world’s first Customer Experience Management (CXM) and insights platform,  announced the promotion of Jason Baldree to Chief Customer Officer and the appointment of Tony Chung as Sr. Vice President of Professional Services and Customer Success. Baldree joined Alida in 2018 with over 20 years of experience leading customer success and…

Customer testimonials and feedback data are found to be very important in building a great product and in designing a highly contextual and personalized user experience. Many companies are relying on online customer feedback tracking solutions and survey management tools to meet these demands. However, only a handful of product designers actually manage to fulfill the demands, that too in the stipulated timeline. Zest is a powerful no-code computer software (simply worth mentioning here!) for screen recording/casting and…

Company attributes tremendous 2020 growth to its commitment to customers, shows gratitude by recommitting investments to further customer success Despite the challenges caused by the 2020 pandemic, ActiveCampaign, the leader in customer experience automation (CXA), grew its customer base by over 30,000 since January based on the organization's extraordinary commitment to customers, reaching 120,000 customers in October. Because of the popularity of the industry's only Customer Success Commitment (CSC), ActiveCampaign is…

Survey of more than 4,000 consumers from the US, UK, France and Germany shows organizations making strides in CX despite challenging times; points to rise in use of online options Sixty percent of consumers report improvements in customer experience (CX) since the pandemic, indicating businesses recognize the importance of CX and are responding. Telephone and email remain prevalent with digital gaining momentum as consumers plan to increase usage of chatbots, virtual agents and self-service, even post-pandemic.…

SugarCRM Inc., the innovator of time-aware CX, announced the acquisition of W-Systems, a CRM and marketing automation solutions and services provider. New Jersey-based, W-Systems, a division of Gannett’s UpCurve, Inc., is Sugar’s North America Reseller of the Year in 2020 and one of the company’s largest global implementation partners. “Our team is excited to take our deep CRM integration and deployment expertise and put it to work for the broader Sugar customer base to help them achieve better business outcomes faster.”…

New MOBITV Partnership Enables MCTV to Cap and Replace End-of-Life Cable Plant and Offer Full Suite of Advanced Television and Internet-based Services MOBITV, a global leader in app-based TV video delivery solutions, today announces that MCTV of Massillon, OH, has selected MOBITV Connect managed services for delivery of MCTV Stream, its streaming video content and Internet-based services to residential subscribers in throughout Ohio. MCTV turned to MOBITV to replace end-of-life legacy technology and to offer more advanced…

Sitel Group is honored as the leading provider for automation, digital and customer experience services in ISG's Archetype Report and a leader for AI & analytics and digital operations in ISG's global report Sitel Group, a global leader in end-to-end customer experience (CX) products and solutions, announced it was recognized as a leader in both the Information Services Group (ISG) Provider Lens™ Contact Center - Customer Experience Services Archetype Report and global report. The Archetype Report measured the…

With the subscription-based service, JumiaPay consumers will have full access to Jumia Games with thousands of high quality games Mondia, a leading technology company which specialises in the marketing and distribution of digital content and Jumia, Africa’s largest e-commerce platform, announced the launch of Jumia Games, a competitively priced entertainment category on the JumiaPay App. In its first phase, the fully branded gaming portal is available in five African countries including Egypt, Nigeria, Morocco, Kenya…

The integration of Prove's modern identity authentication solution to Instnt's digital customer onboarding platform further improves its fully automated verification capabilities, enabling businesses to verify and onboard new customers without fraud liability exposure and friction Instnt, the first fully managed customer onboarding platform that warranties its services against fraud losses, announced its partnership with Prove. Through this partnership, Instnt aims to improve its codeless managed customer onboarding service…

Knoa Software, a leading provider of user experience management (UEM) software, announced the availability of its UEM product for SAP Cloud for Customer solutions (SAP Sales Cloud, SAP Services Cloud). Knoa UEM is also sold by SAP as SAP® User Experience Management (SAP UEM) by Knoa, available for both on-premises and cloud deployments. SAP’s Cloud for Customer solutions help clients engage with their customers through connected, customer-centric processes that improve experiences and maximize value. With empirical user…

Telecom, TV entertainment and technology giant will enhance its digital product portfolio with Quantum Metric’s next-gen technology and services built around customer behaviors and outcomes Quantum Metric, a SaaS platform that helps organizations build better digital products faster, and DISH, a connectivity company that provides television entertainment and award-winning technology to millions of customers, announced a new partnership to help DISH build innovative new product experiences driven by actual customer…

Publicis Sapient, the digital transformation hub of Publicis Groupe, has announced it has been named a Leader in the IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment. Publicis Sapient was among 13 service providers that participated in this evaluation. The report, authored by Douglas Hayward, Research Director, Worldwide Digital Strategy and Agency Services at IDC, noted that “Publicis Sapient is a good fit for organizations looking for a partner combining the creativity of a…

Customer support and account management teams now have the tools to strengthen customer advocacy through more personalized customer dialogue at every touchpoint ActiveCampaign, the leader in Customer Experience Automation (CXA), launched their CXA for Service solution, which meaningfully connects service and support interactions to the entire customer experience. Too many businesses treat success and support as an afterthought, and rely on canned responses, cold outreach, and autoresponders for post-sale customer…

Publicis Sapient, the digital transformation hub of Publicis Groupe, has announced it has been named a Leader in the IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment. Publicis Sapient was among 13 service providers that participated in this evaluation. The report, authored by Douglas Hayward, Research Director, Worldwide Digital Strategy and Agency Services at IDC, noted that "Publicis Sapient is a good fit for organizations looking for a partner combining the creativity of a…

Sitel Group, a global leader in end-to-end customer experience (CX) products and solutions, announced the launch of EXP+™, its Enterprise Experience Platform, a flexible solution with complete cloud capability that is designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ offers integrated and vertical-specific solutions tailored to clients' specific needs, including performance management, chat, email, voice-based contact center solutions,…