LiveVox Acquires Teckst, Expanding Omnichannel Engagement Capability for the Enterprise

LiveVox U-Series Offering Pushes Deeper into Digital Engagement LiveVox, the leading provider of customer service and digital engagement tools, announced the acquisition of privately-held Teckst, a leader in enterprise messaging, whose platform enables real-time interactions across all major and emerging messaging channels (e.g., SMS, WhatsApp, FB Messenger, and Viber). “Today’s consumer wants options, convenience, and personalization” Founded in 2014, Teckst is an innovative messaging solution providing integrated…

Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level

New partnership powers connected customer conversations across phone and messaging Helpshift, the platform revolutionizing customer service technology, announced its integration with Amazon Connect. Helpshift + Amazon Connect brings together the traditionally siloed channels of phone support and digital self-service with messaging, AI and bots to provide a frictionless, cross-channel experience to customers. This integration empowers contact centers to provide truly connected customer conversations that seamlessly…

Why B2B Brands Need Customer Reviews and Omnichannel Engagement

Omnichannel customer engagement and customer review management are table stakes for B2C brands that want to win and keep customers. Now they’re becoming important for B2B companies, too. That’s because B2B decision-makers are bringing purchasing habits from their consumer lives to work—and they’re changing the way B2B Marketing works in the process. These B2B decision-makers often study customer reviews, just as consumers do. And their experiences with consumer brands have raised their expectations for consistent,…

SAP To Acquire Omnichannel Customer Engagement Leader Emarsys

SAP SE announced it has entered into an agreement to acquire Emarsys, a leading omnichannel customer engagement platform provider. Emarsys enables businesses to engage more effectively and more personally with their customers. Enhancing the SAP Customer Experience portfolio with Emarsys will create a new paradigm for how commerce is managed digitally as it will deliver hyper-personalized, omnichannel engagements in real-time, helping organizations ensure every engagement is relevant and impactful. "Adding the Emarsys…

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…

Comm100 Launches Second-Generation Digital Omnichannel Customer Engagement Solution

Comm100, a global provider of digital customer engagement solutions, announced the launch of Comm100 X, its second-generation omnichannel platform. Comm100 X centralizes customer conversations across live chat, email, SMS, and social media, empowering customer service agents to track and respond to queries across digital channels through a single, unified interface. At the core is Comm100 X's contact-oriented architecture that enables native contact management as well as integration with CRM systems for deeper enterprise…

Conversocial Redefines Omnichannel With CX Platform For Customer Engagement Across Messaging Channels

Conversocial Launches New All-In-One Messaging Suite Combining AI, Bot and Human-Agent Engagement Conversocial, the leader in conversational customer experience, today announced new platform and pricing offerings. By combining AI and human agents in a single platform, Conversocial is empowering brands to deliver unique experiences, at scale, across the customer lifecycle. The all-new Conversational Customer Experience Platform by Conversocial brings together four key capabilities into a single customer engagement suite…

Next-Gen AI-Powered Omnichannel Orchestration Capability from Resulticks Streamlines Customer Engagement and Conversion

Resulticks Deepens Its Marketing Automation Solution by Enabling Automated, Contextual Generation of Omnichannel User Experiences With the introduction of its new AI-powered orchestration capability, Resulticks, the world's fastest growing real-time conversation marketing solutions provider, has forever changed the game for how brands orchestrate outcomes-focused, omnichannel user experiences. With a few clicks, marketers can initiate the auto-mapping of entire customer experiences based on key occasions, communication…

Innovative “Unicorn” Global Travel Services Company Deploys Bright Pattern Contact Center for Omnichannel Customer Engagement

Start-Up Disrupting the Travel Industry Selects Bright Pattern for Its Global Travel Services Platform to Provide Seamless, Effortless Omnichannel Experience to Customers Bright Pattern, a leading global provider of innovative cloud contact center software, announced that it has been selected by an industry-leading global travel and experiences booking platform to serve as the core of its customer engagement operation. The fast-growing start-up valued at over $1 billion is supported by some of the world's largest…

Freshworks Unified Marketplace Platform Arrives to Provide Seamless Omnichannel Customer Engagement

Freshworks Launches Unified Marketplace Platform - the SaaS Industry’s First Fully-Integrated Customer Engagement Platform Today, Freshworks has announced the launch of a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information.  In addition, the marketplace platform also provides a simple interface for customers to easily browse, try and install trusted applications with one-click. Currently, Freshworks is a leading provider of…

Price Chopper Supermarkets Selects Manthan-RichRelevance to Deliver on Omnichannel Personalization

Leading US grocery chain will leverage advanced machine learning algorithms to provide personalized, seamless experience for their customers Manthan-RichRelevance, a leading Experience Personalization and Customer Engagement Platform, today announced that Price Chopper Supermarkets and Market 32 have partnered with them to drive intimate, highly personalized customer engagement across the lifecycle. Price Chopper Supermarkets will leverage the company's integrated SaaS suite covering Customer Data Platform, Advanced…

Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Thrive in an All-Digital, Work-from-Anywhere World

Service leaders will be able to predict customer demand and organize their workforce to staff the right agents with the right skills at the right time -- all on the world's #1 CRM Salesforce, the global leader in CRM, introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel. With COVID-19, contact centers are dealing with a huge…

Perpetua Unlocks Scalable Omnichannel Growth for Brands With AI-Powered Optimization and Intelligence for Instacart Ads

Perpetua, a global leader in eCommerce advertising and intelligence software has added support for the North American leader in online grocery delivery - Instacart. As of today, eCommerce brands can use Perpetua to set strategic Instacart Advertising goals (awareness, brand defense, market share growth, profitability) and rely on its AI-powered ad engine to execute tactically. Perpetua's Instacart Advertising software brings scalability to brands looking to achieve omnichannel reach and engagement across the buying…

Tricolor Deploys an Advanced Omnichannel Contact Center With Orange Business Services

Russian digital services operator Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys, a global leader in cloud customer experience and contact center solutions. Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia. By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact…

Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement

Survey of more than 4,000 consumers from the US, UK, France and Germany shows organizations making strides in CX despite challenging times; points to rise in use of online options Sixty percent of consumers report improvements in customer experience (CX) since the pandemic, indicating businesses recognize the importance of CX and are responding. Telephone and email remain prevalent with digital gaining momentum as consumers plan to increase usage of chatbots, virtual agents and self-service, even post-pandemic.…

ActiveCampaign Expands E-Commerce Functionality; Remains the Sole Provider in Supporting Emerging Online Sellers in Driving Sales, Loyalty…

With customer experience automation, e-commerce businesses of all sizes can build personalized and engaging omnichannel campaigns that rival those of retail giants ActiveCampaign, the leader in Customer Experience Automation (CXA), extends its e-commerce functionality to help emerging online sellers create and deliver 1-to-1 personalized, omnichannel experiences through all stages of the customer lifecycle. Marketing Technology News: Netcore Strengthens Middle East Presence by Onboarding Gulf News Increasingly,…

eGain Modernizes IVR Engagement with AI, Digital, and Analytics

eGain, a leading customer engagement platform provider, announced eGain Smart IVR, an all-in-one solution to modernize IVR-based customer engagement. The IVR“Headache” in the Smartphone Age According to a recent Accenture survey, 84% of consumers hate the IVR experience. Not surprising because most IVR systems are full of frustrating interaction loops, offer limited answers, and lack digital options. All this in a world where more than 80% of calls into IVR come from smartphones! Marketing Technology News: Adobe to…

Study: Consumers Expect Control, Omnichannel Experiences and Personalized Customer Service this Holiday Season

More than two-thirds of U.S. consumers expect to do their holiday shopping online this year, while 60% also anticipate hitting brick-and-mortar stores, reflecting a preference to use multiple retail channels, according to an SAP SE sponsored survey by online market research firm Dynata. Consumers Want the Freedom to Control Their Own Brand Experiences With the rise of digital channels and self-service options, shopping has become more complex, and consumers have increasingly taken charge of their experiences with brands.…

Global Automaker Modernizes Customer Engagement with eGain

eGain, the leading cloud platform for customer engagement automation, announced that a global automaker has selected eGain for unified customer messaging and engagement automation. The automaker wanted to make it effortless for customers and dealers to get service through all digital channels, starting with SMS. eGain’s rich customer service functionality, powered by AI and Knowledge, and a hub approach to unified messaging, proved compelling. In addition, the client valued eGain’s omnichannel customer engagement…

Kochava Unveils Advanced OmniChannel Solution Set for Publishers

Kochava for Publishers Designed to Maximize Monetization for First-party Ad Measurement Kochava, the leading real-time data solutions company for omni-channel attribution and measurement, announced the release of Kochava for Publishers. This new tool addresses a vital need for publishers to understand their true reach, ensure brand safety and data privacy, and to prove efficacy of ad spend to advertisers running campaigns on the publisher platform on their first-party audiences. This new solution set, which is part of…