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Intellecta AI-Driven and Multichannel Analytics from OnviSource Delivers Automation for Workforce Optimization, Customer Experience…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

26-Year Contact Center And Customer Experience Industry Veteran Joins Forces With PACE Leadership

Growth and expansion of industry demand spawns new communities, events, learning, leadership concepts, and Corporate CX Council Leadership Summit to non-profit trade association Today, the Professional Association for Customer Engagement (PACE) the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center, announces the addition of Christa Heibel to the PACE Team in an Interim Executive Director role to support strategic initiatives and member…

LendingPoint Chooses Vonage’s Unified Communications and Contact Center Solutions to Drive Growth and Transform Customer Experiences

Deal to lower costs and power connections for LendingPoint's global workforce Vonage, a global business cloud communications leader, today announced that LendingPoint, a data and technology platform provider for financial institutions, has chosen Vonage for its unified communications and contact center solutions to power all of LendingPoint's communication channels. "We're delighted to be working with an award-winning, technology company like LendingPoint. We've been watching their growth journey and are excited to see…

AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience in the Latin American Contact Center Market

AlmavivA makes significant improvements to clients' operations and ownership experience through the use of advanced technologies and a wide footprint Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan recognizes AlmavivA with the 2020 Latin American Competitive Strategy Innovation and Leadership Award for its emphasis on service improvements. Its use of advanced technologies, reimagined services portfolio, superior agent experience, and geographically…

Amdocs Announces CES20, the Disruptive Cloud-Native Version of Its Market-Leading Customer Experience Suite

CES20 Accelerates Service Providers’ Journey to the Cloud and Powers Move From Legacy Systems to a Leading Microservices-Based Suite; CES20 Capabilities Already Adopted at Leading Providers Around the World Amdocs, a leading provider of software and services to communications and media companies, announced the release of Amdocs CES20, a fully cloud-native, microservices-based version of its market-leading customer experience suite. Designed to run on any combination of major public and private clouds, CES20 offers service…

Enterprises Across the Globe Look to Improve Customer Experience

ISG Provider Lens Report Finds Companies Turning to Digital Business Providers for Help With Artificial Intelligence, Blockchain and the Customer Journey Enterprises across the globe are looking for digital business partners to help them improve customer experience while also leveraging emerging technologies like artificial intelligence and blockchain, according to a new report published today by Information Services Group, a leading global technology research and advisory firm. The 2019-2020 ISG Provider Lens Digital…

Newgen Enhances its Communication Offering for Superior Customer Experience

Customer Communication Management's (CCM) Updated Version OmniOMS 8.6 Launched Newgen Software Inc., a global provider of low code automation platform managing content, processes, and communication, launched OmniOMS 8.6 – an enhanced version of its customer communication management (CCM) suite. The new version enables users to easily create, design, and manage HTML email communications. "In the era of digital, enterprises need to reinvent customer experience by delivering the right message in the right context, and at…

Xenon arc Enhances SMB Customer Experience Capabilities

Harnesses Power of Magento Commerce for xa-Direct Model Xenon arc, a leading data-driven marketing and sales organization, announced the launch of its enhanced B2B ecommerce offering powered by Magento Commerce. The new offering is an expansion of the company’s disruptive business model, xa-Direct, to further improve and simplify the service experience for small business buyers of product in the materials industry. “Go-to-market strategies must appreciate the unique needs of these often-underserved customers” Tweet…

NWN Highlights Citizen Impact of ‘Improving Public Sector Customer Experience’ at California CIO Academy

NWN, a leading technology-enabled service provider focused on transforming the customer experience, will detail an effective and efficient approach to improving the public sector customer experience at the California Public Sector CIO Academy next week. NWN will be a sponsor of the CIO Academy event, for which NWN's Steve Nagai serves on the advisory board. Marketing Technology News: Future CEO: Top 6 Skills That You Need in 2020 NWN has a long history of public sector partnerships in the state of California. Many…

8×8 Contact Center Adds Secure Payment Process and Quality Management Capabilities, Wins CUSTOMER Magazine 2019 Customer Experience…

8x8, Inc., a leading integrated cloud communications platform, announced new capabilities for its 8x8 Contact Center solution as well as recognition from TMC, a global, integrated media company, which named 8x8 Contact Center as a 2019 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine. With 8x8 Contact Center, companies can significantly boost agent engagement, collaboration, and productivity. The Winter ‘20 Release delivers new features and capabilities to further help companies, including…

Tealium and Invoca Partner to Orchestrate Better Customer Experiences and Maximize Marketing ROI

New Partnership Enables Organizations to Better Engage With Customers in Real Time by Unifying Inbound Call Analytics Data, Conversational Insights, and Rich Customer Profiles Tealium, the trusted leader in real-time customer data orchestration, and Invoca, the leading enterprise provider of AI-powered call tracking and conversational analytics, announced a strategic partnership that enables organizations to combine customer data and conversational analytics insights in real time to better inform contact center interactions…

Directly Promotes Mike DE La Cruz to CEO, Announces Record Growth of Customer Experience Automation Platform

Directly, a leader in customer experience automation, announced the appointment of Mike de la Cruz to CEO. De la Cruz will continue the expansion of Directly’s industry leading platform, which simplifies the complex task of making AI and virtual agents work. AI is rapidly transforming the “back-office,” automating business processes like order-to-cash and procure-to-pay. However, AI is struggling in the “front office”, where virtual agents misunderstand customer needs and fail to provide helpful responses and automated…

ActiveCampaign Raises $100 Million Series B to Develop Next-Gen Customer Experience Automation (CXA)

Susquehanna Growth Equity Leads Investment to Help Company Define Emerging Category ActiveCampaign, the leader in Customer Experience Automation (CXA), has raised $100 million in a Series B growth round led by Susquehanna Growth Equity (SGE). Silversmith Capital Partners, which was the sole investor in ActiveCampaign's $20 million Series A in 2016, also participated in this round. ActiveCampaign will use the funding to develop the CXA category through product innovations that advance beyond legacy marketing automation,…

Greg Elliott Joins Loopio as VP of Customer Experience

Loopio Brings on Greg Elliott as Vice President of Customer Experience to Spearhead the RFP Software Provider’s Customer Success Strategy Greg Elliott has joined Loopio, the leading provider of Request For Proposal (RFP) response software, as its Vice President (VP) of Customer Experience. In this role, Elliott will take the lead on maximizing customer happiness, retention, and loyalty. Elliott has over a decade of experience, having held various customer success leadership positions in the software industry. Most…

Nordic Enterprises Focus on Innovation and Improving Customer Experience

ISG Provider Lens report finds companies in the region turning to digital business services providers for help with analytics, artificial intelligence and other technologies Enterprises in the Nordic countries are focused on improving customer experience and enhancing innovation, and they are turning to digital business service providers to achieve their goals, according to a new report published today by Information Services Group, a leading global technology research and advisory firm. The 2019-2020 ISG Provider Lens™…

Microsoft and Genesys Expand Partnership to Help Enterprises Seize the Power of the Cloud for Better Customer Experiences

Genesys Engage on Microsoft Azure Is a New Trusted and Secure Cloud Offering Built to Ease the Transition to the Cloud for Large Enterprises  Microsoft Corp. and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution Genesys Engage™ running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved…

2600Hz Launches Next-Gen Call Center Solution Targeting Personalization of the Customer Experience

Cloud Communications Platform Offers Enhanced Call Center Functionality for CX Optimization 2600Hz, a leading provider of unified business communications and the world-renowned KAZOO platform, unveiled their next-gen call center solution, rivaling market leaders in the call center space. Call Center Pro (CCPro) offers an intuitive and seamless call center experience and helps SMBs transform basic call center experiences into opportunities to amplify the customer experience through scalable architecture, untapped integration…

4 Tried-and-True Methods for Fixing the Customer Experience

Want to know the real trick to standing out from your competitors and driving in higher Sales volumes? Improve your online customer experience (CX). I know this is nothing new. A killer CX has always been (and always will be) one of the best ways to build brand awareness. This is truly the bottom line to success in any type of business – and the customer experience will only continue to become more of a major selling point for consumers. This year, it is expected that customers will care more about the experience a…

DW Support Services Enhances Customer Experience With Localz

DW Support Services (DW) selects Localz, leading experts in last-mile location and messaging technology to digitize its real-time customer communications. DW is a leader in responsive repairs and it is vital to keep innovating and updating its services to meet continually rising consumer expectations. Localz technology will be used to enhance its current communications processes, incorporating real-time tracking and communication capabilities that consumers are starting to demand given their experience from services in other…

YUKAI Resort Launches Customer Experience Management Program With Service Management Group

Service Management Group (SMG), a global customer experience, employee experience and brand research partner to more than 500 brands, has been hired by YUKAI Resort to identify customer expectations, uncover key drivers of customer satisfaction and advance the customer experience across the organization. “With experience in a range of industries and a history of success in customer experience management, SMG will help us deepen our understanding of our customers through an advanced voice of the customer program” Founded in…