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Salesforce’s Second Annual State of Service Report Released; Spotlight on the Future of Customer Service

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…

VividCharts Partners With Cask To Transform Reporting for ServiceNow Customers

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…

Stuck on Service: 76% of Business Decision Leaders Say It Will Be Difficult to Achieve Customer Satisfaction Without Raising Costs

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…

Etiya Collaborates with Amazon Web Services to Provide “Telco as a Service” Customer Solutions

Etiya, a leading Independent Software Vendor, announced its collaboration with Amazon Web Services (AWS) to roll out “Telco as a Service” (TaaS) solution. Etiya’s artificial intelligence (AI)-driven full business support system (BSS) & operational support systems (OSS) stack including CRM, Omni Channel Digital Front End, Customer Service Management, Product Catalog, CPQ, Billing and Charging Management & Core Network Management is available on AWS and ready to serve as “Telco as a Service”. Marketing Technology…

Hivebrite Expands Service Offerings to Support Customers Amidst COVID-19

Hivebrite, industry-leading community management and engagement platform, today announced the launch of two new platform features to support customers through business disruptions caused by COVID-19 outbreak. The organization is offering their donation module to all customers free-of-charge for a period of time, as well as introducing virtual meeting feature within its Events module, all to better support their customers in running successful online communities. Hivebrite's donations module allows customers to collect and…

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services

ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth ChurnZero, a real-time Customer Success platform, announces a partnership with Customer Success as a Service provider, ESG, to offer a Digital Customer Success Starter Pack to their customer base. Communication is essential to maintaining a healthy relationship with your end users, however some organizations might find themselves struggling to create or execute on a digital Customer Success strategy. To help ChurnZero…

CallMiner Collaborates with Customers to Improve Contact Centre Operations, Performance and Service Amidst COVID-19 Pandemic

Engagement Optimization community ignites crowdsourced support and innovation for COVID-19 contact centre impact A growing number of CallMiner customers – which include some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers – are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact centre. Marketing Technology News: Voxnest And Its Podcast Platform Spreaker…

Creatio Partners With Tata Consultancy Services to Drive Customer Experience Across Marketing, Sales and Services

Creatio (formerly bpm’online), a global software company providing a leading low-code platform for process management and CRM, is announcing its partnership with Tata Consultancy Services (TCS), a global IT services, consulting, and business solutions organization. The partnership will help global enterprises automate marketing, sales and services teams so they can operate with greater efficiencies and agility and deliver optimal customer experience. Marketing Technology News: Screen-Free Learning Platform, Yoto, Selects 5W…

Leidos Awarded Task Order to Support IRS’ e-Services and Integrated Customer Communications Environment

Leidos, a FORTUNE 500 science and technology leader, has been awarded a new task order by the Internal Revenue Service (IRS) to enhance, upgrade, and maintain the agency's e-Services and Integrated Customer Communications Environment (ICCE) platforms. The single award, hybrid firm-fixed price and cost-plus-fixed-fee contract has a six-month base period of performance and four one-year option years with a total value of approximately $69 million, if all options are exercised. Work will primarily be performed at IRS locations…

Finn AI and Zendesk Integration Enables AI-Powered Digital Self-Service for Banking Customers

Finn AI, the world’s leading AI-powered conversational banking technology provider announced its listing on the Zendesk, Inc.  Marketplace and its new pre-configured integration with Zendesk Chat. “Many banks are turning to artificial intelligence to deliver these experiences at scale. With the integration between Finn AI and Zendesk, banks can leverage AI to drive productivity, free up resources, and improve customer satisfaction with seamless handover between bots and live agents.” The Zendesk Marketplace is a…

SentryOne Partners with Theta to Deliver Services and Support to APAC Customers

Customers to have access to local, trained support professionals SentryOne announced a new partnership with Theta, an experienced information technology consultancy and development business. As an Authorized Reseller & Service Partner, Theta will expand the SentryOne presence to potential new Asia-Pacific customers seeking database performance monitoring and DataOps solutions and deliver added support and maintenance services for SentryOne customers throughout the region. Marketing Technology News: VSO Selects…

Panda Security Expands Global Partner Program and Improves Customer Management with Full-Service Web Console

Program Offers Unmatched IT Security and Business Growth Benefits for Current and Future Partners Panda Security, a world leader in advanced cybersecurity solutions and services, announced its updated partner program designed to support partners who want to invest and grow their business beyond legacy endpoint protection. The Panda Partner Program responds and adapts to the needs of their partners by providing the best cloud security technology on the market and tailoring their technology to the specific business model of…

Deloitte named a Leader by Gartner in CRM and Customer Experience Implementation Services, Worldwide

Gartner, the world’s leading information technology and advisory company, named Deloitte a Leader, positioned highest for ability to execute and furthest for completeness of vision, in its February 2019 report titled, Magic Quadrant CRM and Customer Experience Implementation Services, Worldwide. Marketing Technology News: EnergyBot Raises Series B Funding “Creating the best experience in the moments that matter most for customers is critical to keeping them happy and advancing companies everywhere,” says Andy…

Westbrook Builds Highly Customer Centric Service Platform For Bank ABC’s New Digital, Mobile-only Bank ‘ila’ On Salesforce…

Westbrook develops highly customer centric CRM and service platform on Salesforce Service Cloud for Bank ABC's digital, mobile-only bank – 'ila' to roll out from Bahrain across multi territories in MENA Westbrook was engaged by Bank ABC to build out a highly customer centric platform on Salesforce Service Cloud to both act as the system of record and the customer lifecycle journey planner for ila, an innovative lifestyle banking offering launched in Bahrain with plans to expand across the MENA region. Westbrook integrated…

HERE Offers Its Location Services for Microsoft Azure Customers in Self-Hosted Environments

HERE, a location data and technology platform, today announced Microsoft Azure customers have access to HERE Location Services within their self-hosted Azure environments. Developers rely on the accuracy and scale of HERE Location Services to incorporate core location-oriented components into the enterprise-grade applications they build and manage. Marketing Technology News: APCOA and HERE To Partner on Joint Digital Parking Initiative HERE Location Services such as Routing, Geocoding, and Map Tiles APIs offer developers…

Zendesk Expands Service-First CRM Solutions to Transform Customer Experience

New product suites democratize service and sales software by making it easy to try, buy and use Zendesk, Inc.  announced new, powerful Support and Sales Suites, expanding its service-first CRM solutions by enabling service and sales teams to instantly connect with their customers and have natural conversations across all touchpoints. The modern set of offerings helps companies easily build positive, long-term customer relationships. “Today’s digital-first customers expect real-time, ongoing and personalized…

Africa’s Fertile Mobile Landscape Gives Rise To Vast Data Fields To Grow Customer Insights And Offer Innovative Services

New CMO Council Research Finds Regional Telcos in Strong Position to Leverage Mobile Consumer Data to Harvest New Revenue Streams from Valued Services Known as a land rich in minerals, the African continent has a new source of economic growth and wealth to mine: mobile customer data. Mobile wireless network operators (MNOs) have a big opportunity to unearth device user insights and deliver innovative data services that can advance socio-economic value, democratic participation, and entrepreneurial vitality among a vast…

Laserfiche Recognized as a 2020 Gartner Peer Insights Customers’ Choice for Content Services Platforms

Laserfiche — a leading global provider of intelligent content management and business process automation — has been named a 2020 Gartner Peer Insights Customers' Choice for Content Services Platforms. Gartner defines content services platforms (CSPs) as integrated platforms that provide content-focused services, repositories, APIs, solutions and business processing tools to support digital business and transformation. "We believe that being recognized as a 2020 Customers' Choice underscores our commitment to developing…

Weyland Tech’s AtozGo Food Delivery Service Surpasses 86,000 Customers and 16,600 Daily Deliveries

Weyland Tech, a leading global provider of mCommerce platform-as-a-service (PaaS), eCommerce managed services and fintech solutions, reported that its AtozGo local food delivery service in Jakarta, Indonesia, has reached a registered customer base of 86,000 mobile users generating 16,600 orders per day. This milestone has been achieved only seven months since the inaugural launch of AtozGo in July of last year, with the number of AtozGo users increasing 74% from the last updated figure of 49,500 announced in November.…

Anodot Expands Relationship With Amazon Web Services Enabling Customers to Monitor Business Metrics in Real Time

Online businesses across industries, including Natural Intelligence, can now leverage Anodot's Autonomous Analytics with AWS services including Amazon Redshift Anodot, an Autonomous Business Monitoring company, announced that it has expanded its relationship with Amazon Web Services (AWS) enabling users to leverage Anodot's business monitoring capabilities with Amazon Simple Storage Service (Amazon S3), Amazon Redshift, Amazon Kinesis, Amazon CloudWatch and Amazon Relational Database Service (Amazon RDS). Customers can…