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IDC Survey Finds AI Adoption Being Driven by Improved Customer Experience, Greater Employee Efficiency

A recent International Data Corporation (IDC) survey of more than 2,000 IT and line of business (LoB) decision makers confirms that adoption of artificial intelligence (AI) is growing worldwide. Over a quarter of all AI initiatives are already in production and more than one third are in advanced development stages. And organizations are reporting an increase in their AI spending this year. Delivering a better customer experience was identified as the leading driver for AI adoption by more than half the large companies…

Nectar Awarded for Excellence in Managing Communications Networks, Customer Experience and Channel Success

Company’s fifth award win for its Nectar 10 solution Nectar Services Corp., the leader in the development and deployment of proactive unified communications monitoring and performance management software for the voice, video and collaboration market, announced that Nectar 10 has been recognized for the fifth time in the past year, with its most recent win being the 2019 Unified Communications TMC Labs Innovation Award. Additionally, Nectar executives Ken Archer and Cathy Rowell have been recognized by CRN’s Channel Chiefs…

AT&T Selects Salesforce to Accelerate its Customer Experience Vision

AT&T and Salesforce announced a multi-year strategic agreement to deliver entirely new connected experiences for AT&T’s millions of customers. AT&T will deploy Salesforce Customer 360 to create a single view of every customer across every touchpoint—whether it happens in person at a storefront, over the phone, in a business setting or on any AT&T digital property. The announcement is part of AT&T’s broader transformation to accelerate momentum in wireless, 5G, fiber-fed broadband and software-delivered…

ActiveCampaign Announces Expanded Customer Experience Automation Mobile Functionality

With the release of one of its most requested mobile features, the ActiveCampaign mobile app has seen a 25% increase in usage in less than one month, with adoption expected to more than double by July ActiveCampaign, the leader in Customer Experience Automation (CXA), announces expanded mobile capabilities to ensure companies can grow their business at any time from anywhere in the world. Over 11K ActiveCampaign customers manage their most important core business functions across the entire customer lifecycle — all from…

Voxco Survey Software Launches Free Website Satisfaction Tool for Businesses of All Sizes to Measure Customer Experience Online

Voxco survey software announced today the launch of a free website satisfaction survey tool for businesses of all sizes to measure customer experience online and gather insights from the voice of the customer. The tool is completely free to use and offers companies the ability to gather critical customer data in order to better understand; visitor intent, task completion, customer effort, customer satisfaction and net promoter scores. Marketing Technology News: Comcast, Charter and ViacomCBS Announce Blockgraph…

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…

Three Dials up Customer Experience With Yext Answers

Yext, Inc., the Search Experience Cloud company, and Three, one of the UK’s leading mobile networks, announced significant improvements to Three’s online customer experience since integrating Answers, Yext’s revolutionary site search product. Three, one of the first UK brands to enhance its website experience with Yext Answers, set out to make it easier for customers to find answers to their questions via the website for improved customer service accessibility. In the first two weeks of implementing Yext Answers, Three saw…

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…

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…

SurveyMonkey Accelerates Position in Customer Experience (CX) Market

SurveyMonkey’s CX Solutions, GetFeedback and Usabilla, help customers like Salesforce, DHL, Informatica, Puma and Yeti to fuel customer retention and growth with the fastest time-to-value in the market SurveyMonkey announced it is uniting its CX Solutions under the banner of the GetFeedback Suite to accelerate its CX strategy.  SurveyMonkey provides easy-to-deploy, cost-efficient CX solutions that help organizations using Salesforce CRM to set up CX programs within days, not months, and accelerate speed to insight. …

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,…

Threekit Launches Salesforce CPQ Connector to Deliver Amazing 3D and AR Customer Experiences

Salesforce CPQ Users Can Now Visualize Products in 3D and AR During the Quoting Process to Drive More Confidence, Faster Sales Velocity, in eCommerce Experiences. Threekit, a platform that lets buyers configure and customize their products in 3D, augmented reality (AR), and via Virtual Photographer, is thrilled to announce that its Salesforce Configure-Price-Quote (CPQ) Connector is now live in the Salesforce Appexchange. Threekit’s next-generation 3D and AR solution help brands on Salesforce CPQ accelerate deals,…

Sitel Group, Uniphore Partner to Transform the Customer Experience Industry Through AI and Automation

Advanced technology from Uniphore combined with decades of exceptional customer service know-how from Sitel Group will deliver new CX capabilities for global brands Uniphore, an early market leader in the Conversational Service Automation (CSA) space, and Sitel Group, a leading global customer experience (CX) management provider that delivers more than 3.5 million customer experiences every day, announced they have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with…

Vonage Contact Center Helps Onecom Avoid Disruption in Customer Experience During COVID-19

Vonage, a global business cloud communications leader, today announced that Onecom has maintained its commitment to outstanding customer service with the Vonage Contact Center by transitioning all employees from working at the office to their homes overnight in response to the COVID-19 pandemic. Onecom, an independent business telecommunications provider, chose Vonage Contact Center to provide sales and customer service functions to customers. With ‘business as usual’ disrupted, Vonage was one of Onecom’s key technology…

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 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…

Merkle and Sprinklr Partner in the Middle East to Pioneer a New Way for Brands to Create Memorable Customer Experiences

Merkle, a leading technology-enabled, data-driven performance marketing agency and part of the Dentsu Aegis Network, has today announced they are partnering with Sprinklr, the leading Customer Experience Management platform (CXM), in the Middle East and North Africa, to improve digital customer experiences across the region. The partnership combines world-class creative talent and category-defining technology to help organizations develop breakthrough digital marketing, advertising and customer care strategies. Merkle…

Avaya Honored for Exceptional Innovation in Customer Experience Solutions

Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, announced today that Avaya Conversational Intelligence, a powerful AI solution enabling next-generation contact centers to create happier customers, has been recognized as a 2020 CUSTOMER magazine Product of the Year Award winner. Avaya Conversational Intelligence helps enable organizations to deliver significantly improved customer experiences that can increase brand satisfaction and drive more positive engagements…

ActionIQ and SparkPost Join Forces to Deliver Transformative Digital Customer Experiences

Combined Solutions Empower Data for Flexible, Scalable and Cost-Effective Email Communications, Driving Improved Email Experiences and Relevance ActionIQ, the leading customer data platform for enterprises, and SparkPost, the world's largest email delivery and analytics engine that delivers over a third of the world's email, today announced an integrated solution bringing brands real-time email delivery, intelligence, and personalization. The combined solution delivers improved personalized and contextual email…

VoiceBase Helps Avantive Solutions Build Stronger Brands and Improve Customer Experience by Better Understanding Customer and Agent Behavior

Advanced speech analytics platform powers top agent modeling for work-at-home agents to increase campaign performance and revenue VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience. “Being able to pinpoint the exact timing and specific verbiage…