App Allows Customers to Give Frontline Workers the Recognition and Visibility they Deserve While Providing Companies with Performance Data & Analytics Mark Bunting, a successful serial entrepreneur and veteran technology C-Suite marketing executive, announced the launch of Grata, a first-of-its-kind social media platform that connects frontline service employees with customers and employers, creating deep, long-lasting connections that fuel topline growth, accelerate careers, deepen customer experiences and spread…

Calix, Inc. announced Revenue EDGE Customer Success Services, new Calix services offering that extends the value of Calix Marketing Cloud (CMC) and Calix Support Cloud (CSC) Customer Success Services. This offering enables communications service providers (CSPs) to deliver new subscriber services like parental controls (ExperienceIQ) and advanced security (ProtectIQ) through digital storefronts. By capturing these upsell opportunities and providing advanced services to subscribers, CSPs ensure that they remain competitive in…

Actifio, the pioneer of copy data management software, was chosen by Birlasoft Ltd, part of the multibillion dollar diversified The CK Birla Group  to help its customers innovate, transform and excel with Actifio's multi-cloud copy data management software platform. With Actifio, Birlasoft can bring extensive innovation to its customers across public, private, and hybrid clouds; DevOps and test data management; instant setup and teardown of centralized data for analytics via self-service; and secure centralized control and…

Helps brands create a community directly on their website for customers to troubleshoot problems, ask questions, and share new ideas Sprinklr, the world’s leading Customer Experience Management platform (CXM), announced the launch of Sprinklr Community, a self-service, trusted online forum for a brand’s customers to ask questions, share ideas, and solve support issues. Brands can easily link a customer community on their website, and use this self-service space to reduce churn, decrease costs and unlock customer value…

Outsourcers integrate advanced analytics, artificial intelligence, and machine learning to improve the customer journey and agent experience, finds Frost & Sullivan Frost & Sullivan's recent analysis, European Customer Experience Outsourcing Services Market, 2020, reveals that outsourcers are increasingly relying on advanced technologies to meet client requirements in the customer experience (CX) outsourcing services industry. The European market is mature and characterized by demands for specific languages,…

Leading software provider to deploy innovative cloud call center solution to complement new customer service initiative and management platform. 3CLogic, a leading provider of cloud contact center solutions, announced the adoption of its telephony platform integrated with ServiceNow’s Customer Service Management offering by a major e-commerce software provider. The decision is part of a broad effort to help streamline customer service workflows across both digital and voice mediums. Serving an international mix of…

Executives Kevin Haverty and Lara Caimi Named to New Go-to-Market Leadership Roles; Global Customer Operations President David Schneider Retiring at End of 2020 ServiceNow, the leading digital workflow company that makes work, work better for people, announced an evolution of its go-to-market functions to drive deeper customer success and engagement and to build an exceptional partner ecosystem as the company scales growth to $10 billion in revenue and beyond. Effective immediately, executive Kevin Haverty…

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…

New offerings accelerate ROI on Customer Data Platform investments Acxiom, the customer intelligence company whose data-driven solutions create business growth by enabling better customer experiences, announced the launch of a comprehensive suite of customer data platform (CDP) solutions and services, designed to help marketers significantly improve the success of their CDP initiatives. Acxiom's fifty years of proven expertise managing customer data ensures brands can enjoy accelerated results on their CDP investment…

Neat, a Norwegian company whose pioneering team have been at the cutting edge of video communications for decades, announced its Neat as a Service (NaaS) subscription offering. NaaS makes it quick and easy for Zoom customers outside the US to deploy Neat hardware devices in their meeting spaces. Neat and Zoom have also disclosed that Zoom Video Communications, Inc.has made an additional financial investment in Neat. “Zoom and Neat together are making it easy for customers to expand their video conferencing capabilities.…

New offerings accelerate ROI on Customer Data Platform investments Acxiom, the customer intelligence company whose data-driven solutions create business growth by enabling better customer experiences, announced the launch of a comprehensive suite of customer data platform (CDP) solutions and services, designed to help marketers significantly improve the success of their CDP initiatives. “Enterprise marketers rely on our next-generation Customer Data and Experience Platform to drive revenue, improve loyalty and increase…

Verint Intelligent Virtual Assistant Also Receives Highest Satisfaction Ratings for Product and Natural Language Understanding Verint Systems Inc., The Customer Engagement Company, announced it received highly satisfied scores from customers in product satisfaction, implementation and overall vendor satisfaction in DMG Consulting LLC’s new 2020/2021 Intelligent Virtual Agent Product and Market Report*. Marketing Technology News: Weyland Tech Engages The Benchmark Company to Explore Strategic Alternatives Customers ranked…

X2O Media, part of the STRATACACHE family of marketing technology companies, announced today that it has successfully completed Service Organization Control (SOC) 2 Type II audit examination of X2O Platform, a cutting-edge visual communications solution that significantly improves communications throughout the enterprise. X2O Media invested in achieving SOC 2 certification to give their customers the assurance that all critical service commitments and system requirements are in place. "As more of our customers outsource…

New Free Service Helps Customers Move File Data to Amazon Web Services Qumulo, the leading provider of cloud file data services, announced today the launch of Qumulo Shift for Amazon Web Services (AWS) S3, the first-ever native cloud service that enables organizations to move file data from any Qumulo on-prem or public cloud cluster into Amazon Simple Storage Service (Amazon S3) and transform that data to object in an open and non-proprietary format. With Shift, Qumulo file customers can now leverage the full ecosystem of…

A resilient business model that provides flexibility to meet changing demands iOPEX Technologies, a global business operations and technology services provider, has launched Work At Home Agents model for contact center operations. The offering provides omni-channel customer support to organizations with a strong requirement of flexible workforce for seasonal ramps and services geared towards sales. iOPEX provides global access to a talented, motivated, and well-trained team of remote agents with the same levels of…

ServiceNow’s CSM solutions reimagine the customer experience to empower agents and drive fierce customer loyalty ServiceNow, the company that makes work, work better for people, has been named a Leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. ServiceNow was evaluated for its Customer Service Management (CSM) workflow product. The company improved its position on the ability to execute and completeness of vision axes compared to the previous year. With CSM, ServiceNow is the only…

Summary: An Amazon DSP (Demand Side Platform) service by Clear Ads is causing a stir in the Amazon brand customer acquisition process. The expert advertising management service says Amazon DSP is the future of paid advertising Clear Ads, a global leader in paid-advertising management services, is garnering attention of Amazon brands worldwide for its Amazon DSP (Demand Side Platform) Self-Service. The PPC ads agency and Amazon solution provider says that increasingly, Amazon sellers are taking advantage of the platform in…

ClearTax, India’s leading fintech SaaS company, which offers GST compliance and tax & investing related products, today announced that they have implemented Salesforce Service Cloud, to help cater to their growing customer base and bolster sales efforts. This implementation will help improve inside sales team collaboration and efforts, customer onboarding and streamline customer service cycle. Marketing Technology News: Claro Enterprise Solutions and The CMO Club Partner to Produce “Social Media Playbook”…

VividCharts, an Elite ServiceNow Technology Partner and the leader in ServiceNow data visualization and automated reporting technology, today announced that it has partnered with Cask, the 2020 ServiceNow Americas Elite Partner of the Year, to help customers unlock the value of their ServiceNow data, and deliver a data-rich experience to every end-user across the enterprise VividCharts, an Elite ServiceNow Technology Partner and the leader in ServiceNow data visualization and automated reporting technology,  announced that…

Independent study commissioned by Ada in March 2020 underscores customer satisfaction as top business priority; Ada launches CSAT Pro to better understand and optimize chat interactions Ada, the leader in Automated Customer Experience (ACX), announced new findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2020 which found that many business leaders say that customer satisfaction is their top goal but three out of four (76%) expect difficulty in achieving this without raising…