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TCS Named a Leader in 2020 Gartner Magic Quadrant for Managed Workplace Services, Asia/Pacific

Tata Consultancy Services' Machine First Delivery Model, Deep Contextual Knowledge, Thought Leadership, and Investments in Intellectual Property are Driving Market Success Tata Consultancy Services , a leading global IT services, consulting and business solutions organization, has been named a Leader in the Gartner Magic Quadrant for Managed Workplace Services, Asia/Pacific. TCS was one of two vendors to be recognized as Leaders in this report. "Large enterprises in Asia-Pacific are adopting intuitive collaboration…

Sinch AB (publ): Sinch Adds Conversational AI Capabilities Through Acquisition

Sinch AB (publ), a global leader in cloud communications for mobile customer engagement, has entered into a definitive agreement to acquire Chatlayer BV for an Enterprise Value of EUR 6.9 million. Founded in Antwerp in early 2018, ChatLayer.ai is a cloud-based software platform that lets businesses create multi-lingual chatbots and voicebots using Artificial Intelligence (AI) and Natural Language Understanding (NLU). The platform enables intelligent two-way conversations between businesses and their customers across…

Ada Closes $44 Million Series B Led by Accel to Further AI in Customer Service

Automated customer service platform moves into the next era, reducing costs and boosting customer satisfaction for leading companies globally Ada, the leader in Automated Customer Experience (ACX), announced it has raised $44 million in a Series B funding round led by Accel, with participation from existing investors Bessemer Venture Partners, FirstMark, Version One, Leaders Fund and Burst Capital. Ada helps business leaders such as AirAsia, Mailchimp, Shopify, Telus, Upwork and Zoom reduce costs and increase satisfaction…

Cyara Automated CX Assurance Platform Recognized with Cloud Computing Excellence Award

Cyara’s cloud-based approach enables enterprises to automate the testing and accelerate the development of innovative customer journeys that delight customers Cyara announced that TMC, a global integrated media company, has named the Cyara CX Assurance Platform a 2019 Cloud Computing Excellence Award winner, presented by Cloud Computing magazine. The award recognizes companies that have most effectively leveraged cloud computing in their efforts to bring new, differentiated services and solutions to market. “Recognizing…

Citizens Willing to Share Personal Data with Government in Exchange for Enhanced Customer Services, Accenture Survey Finds

The majority of citizens are willing to share personal information with government agencies in exchange for better service, according to a global study issued today by Accenture. The study — based on a survey of more than 6,500 respondents across 11 countries in Europe, North America and Asia Pacific — found that just two-fifths (41%) of respondents were satisfied with the level of interaction received from government departments over the last year, and more than half (58%) said they are not aware of a way to share…

Mobile CRM: Definitions and Industry Trends

A Mobile CRM is defined as a version of your CRM solution which can be accessed from a mobile device, smartphone, and tablet. Using CRM, you can access updated information about your customers and potential customers in real-time. All thanks to a mobile CRM app that helps your Sales-force work smarter and faster. With a mobile CRM application, you can update, synchronize and share information with all the departments in the company. With mobile CRM, you can access your business data on the go. In simple words, a mobile…

Divisions Between IT and Business Could Impact Customer Experience, Says Pega Research

Study highlights lack of investment in areas most likely to have a positive CX impact Organizations must tear down the walls between IT and the business and make more customer-centric investments if they are to improve customer experience (CX), according to new research from Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises. Pega's 2020 Global Customer Experience Study was conducted among decision makers spanning 12 countries and seven different industries by…

Creative Virtual and Spitch AG Announce Partnership to Bring Speech Recognition and Conversational AI Together

Creative Virtual, a world leader in customer and employee engagement solutions, today announced a commercial partnership with Spitch AG, the leading developer of enterprise speech solutions in Switzerland. The collaboration will utilise the best-of-breed technologies of both companies to provide their customers with innovative self-service solutions. The integration of Creative Virtual’s V-Person natural language chatbots and virtual agents and Spitch’s voice technologies brings an industry-leading voicebot offering to the…

Humans vs. Machines – the Future of Communication

Artificial Intelligence (AI) is increasingly being integrated into everyday life. The technology is so advanced that, in some cases, you may not even realize it is there. Whether this scares you or intrigues you, AI is more life-like than ever before – from robots at airports to security at your grocery store. One industry that is becoming synonymous with the use of AI technology is customer service. Consumers are face-to-face (or voice-to-voice) with chatbots on a regular basis when communicating with brands via their…

DRUID Teams Up with Vonage to Enable AI Powered Virtual Assistants on WhatsApp

DRUID, a company specialized in developing intelligent virtual assistants (chatbots) for enterprise companies, has announced a strategic technology partnership with Vonage, a global business cloud communications leader that provides API solutions for messaging, chat, social media, video and voice apps. Through this partnership, DRUID's AI powered virtual assistants will be able to chat and respond through WhatsApp. The partnership between DRUID and Vonage was made possible due to the increasing demand for intelligent…

Major Airline Selects Bright Pattern Cloud Contact Center Software

Bright Pattern, Leading Provider of Omnichannel Cloud Contact Center Software for Innovative Enterprises, Selected by US-Based Airline A leading airline and travel company known for innovative customer experience has recently selected Bright Pattern Contact Center software powered by AI for its omnichannel contact center platform. With nearly 40 years of experience in leisure travel, the company offers low-fare alternatives to other airlines with exceptional customer experience. The airline plans to innovate and digitally…

TechBytes with Erich Litch, President and COO at 2Checkout

“Today most providers stitch a bunch of disparate systems together to get the capabilities they need to offer, but next-generation platforms are gaining ground, becoming the ultimate disrupters.” Digital Transformation journeys are getting complex and advanced with new technologies. Which technologies do you keenly follow and work with? As you can imagine, in our field, digital comes first. We are not only a digital commerce platform, digital goods sales are also a big focus for us. I am very interested in and I…

4 Evolving Technologies That Are Empowering Chatbots

Chatbots are already transforming industries across the board—and they’re only going to become more impactful as technology evolves. A chatbot is a piece of software that can communicate with users in a back-and-forth, conversational way. All kinds of different businesses and organizations are starting to use them because they can: Automate and scale routine support functions Provide education and information in a friendly, digestible style Guide shoppers to boost e-commerce sales Generate and qualify leads…

Demand Spring Releases Top 10 Revenue Marketing Predictions for 2020

Revenue Marketing consultancy Demand Spring released a report outlining their top 10 marketing predictions for 2020. Marketing seldom follows a set plan. As Demand Spring’s team of consultants have discovered in the journeys they share with clients, the best learning happens when we move off the beaten path. These learnings are what make up Demand Spring’s Top 10 Marketing Predictions for the year, and will help marketers through the diverse and winding trails we’ll follow in 2020. Marketing Technology News: Future…

Soprano Design Lays Out Enterprise Mobile Messaging Predictions for 2020: Trust, Elegant User Engagement and AI Set to Dominate

Soprano Design, a global leader in cloud-based enterprise messaging solutions, says mobile messaging in 2020 will be focused on enabling more elegant user experiences in secure and trusted messaging environments. Soprano Design Global Product and Marketing Vice President Matt Thompson says massive advances in chatbots and artificial intelligence (AI) technologies are delivering trusted messaging interactions that feel more human than ever before. "We're standing on a technology precipice of something great – bots are…

AI Start-up ExaWizards Launches “Qontextual,” FAQ Search Engine

AI Immediately Learns Q&A with Excel Data, Automatically Analyzes It Based on Context of Question, and Gives Answers ExaWizards Inc., a Tokyo-based firm specializing in development of AI-enabled services for industrial innovation and social problems solutions, launched "Qontextual," a FAQ search engine, on Thursday, January 16, 2020. - Can be used for a wide range of purposes such as sophisticated search, call centers, chatbots, manual search, and counter operations. Qontextual is an engine that solves various…

Crystal Gazing AI Trends: 20 Reasons Why 2020 Will Herald the Age of Intelligent Conversations

A Reflection on My Two Years of Journey Working in the Area of Conversational AI A spate of recent developments promises to drive great changes in the global economy. Technologies such as Robotics, Artificial Intelligence (AI), and Machine Learning (ML) have advanced to the extent that the world is ripe for a great leap into the age of intelligent automation. What does this intelligent automation portend, and why is this different from the earlier eras? For one, robots and computers of today can perform most routine…

Mindtree Recognized as an Innovator by Avasant in Intelligent Automation Services

Report Highlights Mindtree's Automation Ecosystem and Innovation Expertise Mindtree, a global technology services and digital transformation company, has been recognized as an 'Innovator' in Avasant's Intelligent Automation Services RadarView™ 2019 report. The report identifies digital leaders that demonstrate innovation and maturity with their intelligent automation offerings, such as robotic process automation (RPA), machine learning (ML), artificial intelligence (AI) and chatbots. The report cites Mindtree's…

Where Do Marketing Teams Fail with Customer Experience Efforts?

A majority of Marketing leaders agree that the delivery of contextual customer experience remains the top priority for them. However, even after delivering customer experience, Marketing campaigns fail to truly appreciate customer acquisition, loyalty, and retention. In a highly-competitive subscription-based economy, we can see customer experience becoming the new-age currency of every B2C and B2B relationship. A moderate increase in Customer Experience generates an average revenue increase of $823 million over three years…

Can AI-Fueled Digital Marketing Change Landscape and Fuel Growth?

Digital Marketing is not as easy as it reads. It is facing numerous challenges. With everyday growing websites, and everyone competing to rank on the first pages of SERPs, the competition has become tougher than ever. However, the rising of challenges has also given the birth of rising of new technologies. Nowadays, terms like Blockchain, Artificial Intelligence, Internet-of-Things, Machine Learning, Data Science, etc. have found their strong places in human minds across various industries at a global level. These latest…