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Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring…

Leadspace Collaborates with Microsoft to Bring its Unified B2B Data Enrichment to Dynamics 365 Customer Insights

New features will help joint customers solve challenges of disconnected, siloed data that create gaps in the view of the customer journey. Leadspace’s unrivaled ability to unify and match B2B data across internal and external sources will fuel more personalized and consistent experiences across every touchpoint Leadspace today announced new real-time data connections planned for Microsoft Dynamics 365 Customer Insights. Organizations will be able to seamlessly enrich profiles in Microsoft Dynamics 365 Customer Insights with…

Solvvy Introduces the Conversational Concierge, the Next-Gen Chatbot Platform that Delivers Brilliant Customer Experiences

Solvvy, the leader in conversational customer experience, unveiled its "Conversational Concierge," a Next-Gen Chatbot Platform with a beautifully redesigned experience that allows top brands to effortlessly deliver intelligent, personalized, on-brand support to customers across channels. Businesses who deploy Solvvy provide their customers with a conversational experience which 'traditional' chatbots fail to achieve, with powerful out of the box capabilities that deliver outstanding ROI. "There are a number of…

SAP Drives Customer and Partner Success with SAP App Center Enhancements, New SAP Endorsed Apps Initiative

SAP SE  announced significant enhancements to SAP App Center, where customers can discover, try and buy trusted partner apps based on SAP solutions. SAP also unveiled the SAP Endorsed Apps initiative, designed to help customers solve key business challenges and become best-run intelligent enterprises. These announcements, made today at the SAP Global Partner Summit Online, will allow SAP to continue to quickly and efficiently serve partners and customers. "We're bringing a whole new level of partner commitment — uniquely…

BlueSnap Integrates with Splitit to Improve the Merchant and Customer Experience on Installment Payments

All-in-One Payment Platform's Partnership with Installment Payment Technology Leader Will Automate Processes, Accelerate Growth BlueSnap, an All-in-One Payment Platform listed in the Inc. 5000, announced its integration with Splitit in a partnership that will improve the merchant and customer experience on installment payment transactions. Splitit Payments Ltd offers no-fee installment payments on credit card purchases, allowing consumers to break payments into smaller increments. BlueSnap provides everything…

IPsoft Launches Amelia for Customer Care to Help Organisations Scale and Enhance Customer Service

The Digital Contact Centre Employee, who already handles 4.5 million calls/month at Telefónica, can now be cloud-sourced via DigitalWorkforce.ai to support more organisations in delivering a scaled and superior customer service IPsoft, the largest independent leader in enterprise artificial intelligence (AI), is announcing the launch of Amelia for Customer Care. The cloud-based Digital Employee will help companies accelerate their first-touch customer interactions and time to resolution (TTR), with Amelia capable of…

Zendesk Lauded by Frost & Sullivan for Delivering Seamless Omnichannel Digital Customer Engagement across Platforms

Sunshine Conversations data platform introduces effective and consistent conversational interfaces across existing and emerging customer contact channels Based on its recent analysis of the North American omnichannel digital customer engagement market, Frost & Sullivan recognizes San Francisco-based Zendesk with the 2020 North American Competitive Strategy Innovation and Leadership award. One of the earliest providers of customer relationship management (CRM) tools, Zendesk has evolved into a premier provider of…

Ecrion Enhances Its Customer Experience Platform Providing More Customization

With the upgraded CCM platform, Ecrion is providing a faster, user-friendly customer communication management solution Ecrion announced the release of the latest version of its customer communication (CCM) and customer experience (CX) platform. This release, based on a microservices architecture, also introduces a new suite of digital experience (DX) applications, designed with specific business processes in mind, including insurance claim processing, loan applications, patient onboarding, and more. "For businesses…

Booths Selects Logile’s Store Planning and Workforce Management Suite to Optimize Labor and Improve the Customer Experience

Booths' selection supports the company's strategic advancement into automation and marks Logile's expansion into the United Kingdom Logile, Inc., leading store planning, execution and workforce management solution provider, today announced that Booths, premier Northern England high-end supermarket chain, selected Logile store planning and workforce management solution suites and engineered labor standards. Booths will implement the software solutions throughout the company's retail store locations, petrol stations,…

PagerDuty Appoints Manjula Talreja as First Chief Customer Officer

As PagerDuty expands in enterprise, additions across sales leadership deepen and diversify the go-to-market bench PagerDuty, Inc., a global leader in digital operations management, announced Manjula Talreja as its first Chief Customer Officer (CCO). She brings nearly three decades of IT industry leadership to the role, most recently as Senior Vice President of Customer Success at Salesforce. Talreja will report to Chief Revenue Officer (CRO), Dave Justice. In this role, Talreja will draw on her ability to lead teams…

Barclaycard Payments Partners With Kount to Deliver Industry-Leading Fraud Prevention and Prepare Businesses for Strong Customer…

Kount’s advanced fraud prevention uses adaptive AI and machine learning combined with the Identity Trust Global Network to protect businesses from chargebacks and false positives The real-time fraud screening and risk analysis also helps businesses better prepare for SCA by allowing them to take advantage of ‘TRA’ exemptions Barclaycard Payments, which processes almost 40 per cent of card transactions in the UK, has announced a new partnership with leading fraud prevention provider Kount to give Barclays Transact…

Reputation.com Pioneers Three New Breakthrough Products to Dramatically Improve Customer Sentiment and Drive Increased Revenue Growth

Leading Reputation Experience Management Company Brings Together Customer Experience and Online Reputation Management Reputation.com, provider of the first -- and only -- complete Reputation Experience Management (RXM) platform, announced three new innovative products: Reputation Score X, a next-generation tool that combines at-a-glance performance metrics with prescriptive analytics; Feedback Anywhere, an open platform integration layer that allows users to consolidate customer feedback from disparate data sources into…

Velotrade Selects Dun & Bradstreet’s Data and Analytics Tools to Bolster Business Growth in the Face of COVID-19 Crisis

Velotrade, a web-based invoice financing service provider, has turned to Dun & Bradstreet, a global leader in commercial data and analytics, to use its global database to enable comprehensive, real-time analysis of customer finances and support new business generation. Velotrade is utilising D&B Credit and D&B Hoovers to maintain momentum in the challenging business environment and incipient global recession that has been triggered by the Covid-19 virus. “Our role is to provide the trade finance…

LogMeIn Recognizes Outstanding Customer Experience Leaders and Performers with CXNext Catalyst Awards

Inaugural Awards Spotlight Companies and Individuals That Are Redefining CX LogMeIn announced the winners of the first CXNext Catalyst Awards at the conclusion of its CXNext virtual event. The Catalyst Awards honor individuals and companies that have transformed their business and redefined engagement through innovative customer experience initiatives. The awards recognized exceptional accomplishments across three categories: CX Team of the Year, CX Industry Disrupter and Outstanding Woman in CX. “The goal of CXNext is…

Genesys Survey Finds Nearly 50% of Consumers Feel Companies Lack Empathy When Delivering Customer Service

71% in multi-country survey notice more personalization in customer experiences thanks to technology It's a more efficient but somewhat impersonal world when it comes to customer service, according to a new survey sponsored by Genesys®, the global leader in cloud customer experience and contact center solutions. Genesys gauged the sentiments of 5,000 adults in six countries: Australia, Germany, Japan, New Zealand, the United Kingdom (U.K.) and the United States (U.S.). While a majority (71%) believe that customer service…

Brytlyt Secures Series A to Turbocharge Real-Time Data Analytics

Brytlyt provides instant visual data analysis 1,000x faster than legacy systems Brytlyt, provider of the world's fastest data analytics and visualisation technology, has raised $4 million in Series A funding from global technology investor Amadeus Capital Partners and Finch Capital. Until now, sectors with billion-record data sets such as telcos, retail and finance, have struggled to use their data to gain insights into company performance and improve customer experience and retention. This is because legacy systems…

Pega Launches Ethical Bias Check To Help Prevent AI Discrimination Across All Customer Interactions

Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced Ethical Bias Check, a new capability of Pega Customer Decision Hub™ that helps eliminate biases hidden in the artificial intelligence (AI) driving customer engagements. The feature flags possible discriminatory offers and messages generated by AI across all channels before they reach the customer. Done right, AI has helped businesses add more value to every customer interaction, leading to deeper…

Genesys and Zoom Join Forces to Improve Employee Collaboration and Customer Experiences

Cloud contact center leader first to integrate with both Zoom Phone and Zoom Meetings, new unified interface drives increased employee productivity and better customer service Genesys, the global leader in cloud customer experience and contact center solutions, announced it is partnering with Zoom Video Communications, Inc. to make it easier for teams to work together more efficiently. New integrations for Genesys Cloud™ with Zoom Phone and Zoom Meetings enable organizations to power their entire enterprise communications…

STARZPLAY Partners With Zain to Boost Customer Acquisition and Make Access to Content Even Easier

STARZPLAY, the region's leading subscription video on demand service, has partnered with Zain, the pioneer in mobile communications and data services in the Middle East and North Africa (MENA), to offer even easier payment options for existing and would-be subscribers. STARZPLAY will accelerate customer acquisition through Direct Carrier Billing (DCB) integration, signing agreements with Zain in three countries – Saudi Arabia, Kuwait and Iraq. This also marks STARZPLAY's first-ever DCB integration in Iraq – providing…

Contentsquare Completes $190 Million in a Series D Round, Accelerating Innovation in Digital Experience Analytics

Contentsquare, the global leader in experience analytics, announced today a $190 million Series D funding round, bringing total funding to date to $310 million. This round is led by BlackRock’s Private Equity Partners team, who joins existing investors Bpifrance (through their Large Venture fund), Eurazeo Growth, Canaan, GPE Hermes, Highland Europe, H14 and KKR, most of whom participated in this round. Sapiance Capital Limited is also providing credit to the company. This new capital will help Contentsquare to continue to…