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Kustomer Launches KustomerIQ, Leveraging Intelligence Throughout Its Customer Service Platform

KustomerIQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of KustomerIQ, its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is empowering companies to do more with less, and operate as efficiently as possible in the face…

[24]7.ai Named a Leader in Digital-First Customer Service 2020 Evaluation by Independent Research Firm

7 Engagement Platform received a differentiated rating in agent experience, customer experience, routing and queuing, chatbots, and roadmap criteria 7.ai, a global leader in intent-driven customer engagement solutions, announced that it has been recognized as a leader in The Forrester New Wave: Digital-First Customer Service Solutions, Q2 2020. 7.ai received a differentiated rating in five of ten criteria, including agent experience, customer experience, routing and queuing, chatbots, and roadmap. Marketing Technology…

LivePerson Named a Leader in Digital-First Customer Service Solutions by Independent Research Firm

Achieved "differentiated" rating among all reviewed vendors in six categories LivePerson, Inc., a global leader in conversational solutions, has been named a Leader in the Forrester Research, Inc. April 2020 report, The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020. Forrester, a leading global research and advisory firm, evaluated 13 providers based on 10 criteria. LivePerson achieved a "differentiated" rating in the Customer Experience, Routing and Queuing, Chatbots, Business Insights, Vision,…

Capstone Releases Smart Mirror Video User Guide & Expands Customer Service Options

Capstone Companies, Inc., a designer, manufacturer and marketer of consumer inspired products that bridge technological innovations with today’s lifestyle is pleased to announce its newly designed Smart Mirror Video User Guide featured on help as well as the expansion of its customer service options. Marketing Technology News: Help Stop the Spread of COVID-19 at TrackMyTemp The user guide is comprised of fifteen helpful “How To” video tutorials showcasing the smart mirrors’ innovative features and capabilities. Users…

Jacada To Offer Easy-to-Launch Customer Service Automation Solutions for Contact Centers Affected by the Coronavirus Pandemic

Jacada is providing customer service automation solutions to boost the productivity of the new and growing work-at-home contact center workforce. As greater demands are being placed on customer service and fewer experienced agents are available, our technology boosts call deflection rates and NPS drastically Jacada, Inc., a global pioneer in customer service automation software, has been monitoring the impact the coronavirus has had on contact centers. In response, Jacada is offering award-winning customer service…

Genesys Helps Organizations Manage Increased Customer Service Demands and Establish Remote Workforces During COVID-19 Pandemic

Rapid Response offer gives organizations free cloud contact center solution deployed in 48 hours, plus no premiums for volume spikes and comprehensive training and support As the world adapts to the COVID-19 pandemic, organisations of all sizes are struggling to manage increased demand while working to keep employees safe. To help navigate these challenges, Genesys, the global leader in cloud customer experience and contact center solutions, has launched a new Rapid Response offer to give any organisation free access to…

Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using…

8x8, Inc. , a leading integrated cloud communications provider, announced it has enabled Activate Group Limited (AGL) to keep the UK’s key workers on the road by transitioning its contact centre staff to work remotely in just 24 hours with the 8x8 cloud communications solution. Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using @8x8UK @8x8 AGL’s fleet management services, which specialise in technology-led accident management services,…

Digital Marketing Institute Shifts to Talkdesk Cloud Contact Center Solutions for Global Customer Service and Sales Teams

Seamless integration with Salesforce, and flexibility to expand globally based on dynamic customer needs, elevates Talkdesk over other cloud competitors DMI chose Talkdesk for cloud scalability to support global expansion, strong reputation for reliability and comprehensive integration with Salesforce Talkdesk offers DMI an agile and easy-to-customize platform through a user-friendly “clicks, not code” approach Streamlined configuration and simple, self-service set up offers DMI complete control over contact…

Q-nomy Presents a Suite of Solutions to Help Customer Service Operations During the Coronavirus Crisis

Q-nomy’s omnichannel customer journey management solutions address the challenges of providing personal customer service at a time when face-to-face interactions need to be minimized Q-nomy Inc., a leading global provider of omnichannel customer journey and customer experience optimization solutions, is presenting a full suite of software applications designed to enable personal customer service despite the limitations of social distancing. Q-nomy’s flagship product Q-Flow is a robust software platform that handles B2C…

Purely CRM: Tracking Covid-19 with Microsoft Dynamics 365 Customer Service

In these trying times, locking down preparedness and reactionary measures are key to being able to navigate your business through rapidly changing times. With the recent pandemic sweeping the globe, we took a look at how a client is utilizing Dynamics 365 to stay on top of health and communication daily within their company. Marketing Technology News: Xebec Provides Update on Coronavirus Impact on Global Operations HOW OUR CLIENT RECORDS REPORTED CORONAVIRUS INFECTIONS THAT OCCUR AT THEIR FACILITIES. A customer of ours…

Ada Closes $44 Million Series B Led by Accel to Further AI in Customer Service

Automated customer service platform moves into the next era, reducing costs and boosting customer satisfaction for leading companies globally Ada, the leader in Automated Customer Experience (ACX), announced it has raised $44 million in a Series B funding round led by Accel, with participation from existing investors Bessemer Venture Partners, FirstMark, Version One, Leaders Fund and Burst Capital. Ada helps business leaders such as AirAsia, Mailchimp, Shopify, Telus, Upwork and Zoom reduce costs and increase satisfaction…

ModSquad Wins 2020 Stevie Award For Customer Service Outsourcing Provider Of The Year

ModSquad, the global leader in on-demand digital engagement services, announced the company is a 2020 winner of the Silver Stevie Award in the Sales & Customer Service category for Contact Center or Customer Service Outsourcing Provider of the Year. The Stevie Awards for Sales & Customer Service are the world's top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes eight of the world's leading business awards programs. Marketing Technology…

MarTech Primers: Customer Service Versus Customer Experience

Forrester’s report on the Customer Experience Index states that the top 20% of brands investing in customer experience recorded a higher stock price growth and achieved greater returns. Companies focus on mitigating pain points to prevent reputational risks  - dedicated support, personalized services, and 24/7 assistance are a few measures that they adopt. Customer service is one component of the elements shaping up the overall customer experience. In this blog, we shall highlight the major differences between the terms…

Simplilearn Wins 2020 Stevie Award for Customer Service Success

For the third year in a row, Simplilearn has won a Stevie Award for Customer Service Success - All Other Industries, taking home the Gold in this 14th annual edition of the awards. The Stevie Awards for Sales and Customer Service are the world's top honors for customer service, contact center, business development, and sales professionals. This year received more than 2,600 nominations from 48 nations, from organizations of all sizes and industries. Winners were determined by the average scores of more than 180 professionals…

MessageBird Enters $350 Billion Customer Service Market With Launch of Inbox.ai

Zero-Friction Customer Engagement Platform to do away with waiting on hold forever MessageBird, the cloud communications platform company, has announced it is on a mission to do away with waiting on hold forever by officially entering the $350 Billion Customer Service market with the launch of Inbox.ai. Recently named by both Gartner and IDC analysts as a leader in the rapidly growing cloud communications space, with Inbox.ai MessageBird is now taking on an even larger market with the unveiling of the first customer…

Masergy Wins Stevie Award for Sales & Customer Service

Sixth Consecutive Stevie Award Validates Unparalleled Customer Experience Masergy, the software-defined network and cloud platform for the digital enterprise announced it was recently presented with a Silver Stevie Award in the “Customer Service Success - Technology Industries” category in the 14th annual Stevie Awards for Sales & Customer Service. This is the sixth year in a row that Masergy has received a Stevie Award, validating its customer-first approach to service. The Stevie Awards for Sales & Customer…

Autosoft Wins Three 2020 Stevie Awards for Excellence in Customer Service

Auto dealer technology provider scores wins amongst a stacked field that included IBM, Dell, Intuit, and DHL Autosoft was presented with three Stevie Awards in customer service, customer satisfaction, and contact center categories at the 14th annual Stevie Awards for Sales & Customer Service. Autosoft was awarded a Silver Stevie Award for "Best Use of Technology in Customer Service – Computer Industries," another Silver Stevie Award for "Best Customer Satisfaction Strategy," and a Bronze Stevie Award for "Contact …

Command Alkon Wins Bronze Stevie Award in 2020 Stevie Awards for Sales & Customer Service

14th Annual Awards Presented on February 28 in Las Vegas Command Alkon was presented with a Bronze Stevie Award in the Best Customer Engagement category in the 14th annual Stevie Awards for Sales & Customer Service on Friday, February 29th. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals.  The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious…

AdCellerant Wins Gold Stevie Award In 2020 Stevie Awards For Sales & Customer Service

AdCellerant was presented with a Gold Stevie® Award in the Account Management Team of the Year category in the 14th annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world's top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes eight of the world's leading business awards programs, also including the prestigious American Business Awards®  and International Business Awards®. The awards…

MindTickle Named a Winner for Sales Enablement Solutions in 2020 Stevie Awards For Sales & Customer Service

Award for driving Sales Readiness validates customer results and product innovation MindTickle, the leader in Sales Readiness technology, announced that they have been presented with a Stevie® Award in the Sales Enablement Solution – New Version category at the 14th annual Stevie Awards for Sales & Customer Service. MindTickle won the award with demonstrated strength in helping sales reps master the ability to have engaging interactions with customers through virtual role-play, and customer case studies that show…