Contact Center

Dialpad Contact Center honored for exceptional innovation and commitment to improving the customer experience Dialpad Inc., the industry leader in AI-powered communication and collaboration, announced today that TMC, a global, integrated media company, has named Dialpad Contact Center as a 2021 CUSTOMER magazine Voice Technology Excellence Award winner. Marketing Technology News: TOPdesk Is Recognized As A 2021 Gartner Peer Insights Customers’ Choice For IT Service… “Its Dialpad Contact Center solution…

8x8, Inc., a leading integrated cloud communications platform, today announced that the global 8x8 Open Channel Program was awarded a 5-Star rating by CRN®, a brand of The Channel Company, in its 2021 Partner Program Guide. This annual guide provides a conclusive list of the most distinguished partner programs from leading technology companies that provide products and services through the IT Channel. The 5-Star rating is awarded to an exclusive group of companies that offer solution providers the best of the best, going…

Companies’ shared customer-first philosophy helps enterprises around the world build brand love and loyalty by delivering billions of exceptional customer interactions annually Alorica, a global leader in customer experience (CX) solutions, and Talkdesk®, Inc., the leading cloud contact center for innovative enterprises, today announced a strategic partnership to deliver turnkey CX solutions. The partnership brings together Talkdesk’s cloud-based contact center platform with Alorica’s award-winning operational execution and…

Verint , The Customer Engagement Company™, announced today that its Customer Engagement Cloud Platform™ has been recognized as a leader by multiple industry sources* that honor excellence in a range of categories—from customer engagement cloud, workforce optimization and knowledge management to voice self-service and text analytics. Marketing Technology News: IAB and PwC Outlook 2021 Report Urges Digital Ecosystem to Reset Consumer Value Exchange The honors are: 2021 Stevie Awards for Sales and Customer Service: …

8x8, Inc., a leading integrated cloud communications platform, today announced the appointment of Amritesh Chaudhuri (Amrit) as Executive Vice President and Chief Marketing Officer, effective March 1, 2021. Chaudhuri is a recognized leader in the cloud industry, known for taking cloud and SaaS solutions, including contact center and communications, to market both in the enterprise and the SMB space. Marketing Technology News: Blucora Announces Appointment of Tina Perry to the Board of Directors .@8x8 Appoints Amritesh…

Neustar Inc., a global information services and technology company and leader in identity resolution, is launching TRUSTID Decisions, a suite of decisioning solutions offering organizations automated access to optimized customer contact and channel behavior data for more effective and systematic outbound communication strategies. The TRUSTID Decisions solutions suite will integrate seamlessly into existing outreach systems, overlaying unique contact or channel behavior data and identifying when and how to best reach…

CXone recognized for helping companies fuel customer experience and agility with built-in adaptability NICE inContact, a NICE business, announced that NICE inContact CXone, the leading cloud customer experience platform, has been named a Gold winner in the 2021 Stevie Awards for Sales & Customer Service within the “contact center solution – new version” category. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales…

As contact centers are relying on digital, remote-first operations, Verizon Business announced the addition of Genesys Cloud, as part of the company’s global customer experience and contact center offerings. The solution, a cloud-based Contact Center as a Service from Genesys®, offers businesses the ability to deliver brand-defining customer experiences (CX) on an end-to-end, cloud-based platform with remote access that takes advantage of Verizon’s award winning network. The Verizon Business customer experience…

Legacy solutions impede health care industry’s ability to provide optimal patient experience Majority of patients surveyed do not believe health care providers can deliver an excellent digital patient experience Patient loyalty decreases significantly due to poor patient experience, leading to deferred care and worse outcomes Talkdesk Research highlights the need for modern, reliable and agile cloud solutions to re-imagine the patient experience According to a new report by Talkdesk®, Inc. Research, The Patient…

The company combines its understanding of customer needs with a flexible technology stack that can adapt to varying requirements, both present and future Based on its recent analysis of the Japanese contact center market, Frost & Sullivan announced that it has recognized Rakuten Communications with the 2021 Contact Center Customer Value Leadership Award. Rakuten Communications' versatile 'Rakuten Connect Storm' platform enables contact centers to meet the specific demands of customers in the Asia-Pacific region by…

RingCentral, Inc. , a leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center solutions, appointed former U.S. Secretary of Education, Arne Duncan to the company’s board of directors. “RingCentral appreciates the knowledge, experience and perspectives of trusted advisors. I am excited to have him join our Board on this journey. I know his contributions will have a great impact.” “Over the past year we have learned the importance of being able to communicate…

Thrio, Inc., maker of award-winning cloud contact center software, announced its omnichannel integration with Microsoft Dynamics CRM. Users see a “Single Pane of Glass,” eliminating the need to toggle between applications while servicing customers. This tight integration equates to improved agent productivity in high-transaction customer service environments. In addition to voice, Thrio’s integration offers digital channels including chat, email, and SMS. Comprehensive reporting and real-time supervisory dashboards…

Sitel Group, a global leader in end-to-end customer experience (CX) products and solutions, announced it will hire 11,000 positions in 2021 to meet the needs of rapid client growth in Colombia. In addition, Sitel Group is entering the Barranquilla market with the opening of a MAXhub. Designed as a hybrid co-working center, the MAXhub is dedicated to in-person collaboration, training and development and employee engagement. Associates have access to socializing areas, computers and wellness spaces, and the site enables…

Dialpad, the AI-powered cloud business phone and contact center provider for modern businesses, announced a deal with Nuspire, a leading managed security services provider (MSSP), to provide call, contact center, and video conferencing for all of Nuspire's sales and support teams. "At Nuspire, we consistently look for ways to better serve and communicate with our clients, and Dialpad is the perfect partner to help us seamlessly scale and adapt," said Michael Wilson, Nuspire Chief Technology Officer. "With strong growth…

Fuze, the leading cloud-based communications provider for the modern global enterprise, announced the expansion of its partnership with NICE inContact, further enhancing the user experience for global contact centers through CXone, NICE inContact’s world-class contact center platform. NICE inContact is a leading cloud contact center software provider, empowering organizations to create extraordinary and trustworthy customer experiences. The new offering features an updated presence integration for contact center agents…

Five9, Inc., a leading provider of the intelligent cloud contact center, announced the execution of a definitive agreement to acquire Inference Solutions, the most widely deployed Intelligent Virtual Agent (IVA) platform. "Intelligent and personalized self-service has become the preferred approach to service for customers," said Donna Fluss, President, DMG Consulting, LLC. "IVAs, which are AI-enabled omni-channel self-service solutions, are going to play a major role in the future of customer service as they provide an…

Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was deployed by UpCom DTS. UpCom DTS is one of the leading business process outsourcers in Chile with over 1,700 collaborators. Bright Pattern was selected for its enterprise functionality, out-of-the-box CRM integrations, AI-powered quality management solutions, and the ability to scale up and down from the cloud to support UpCom DTS's clients seasonal demand fluctuations. Due to the pandemic, UpCom DTS needed a cloud…

net2phone, a global provider of unified cloud communications solutions to businesses, announced a partnership with Five9, a leading provider of the intelligent cloud contact center. Through the partnership, the company is now offering Five9's intelligent cloud contact center as a service (CCaaS) to complement its own business cloud communication solution. "The partnership with Five9 enables net2phone to extend our market reach with comprehensive communications solutions for enterprises with significant customer contact…

CallTower, a global leader in delivering cloud-based enterprise-class unified communications and collaboration solutions, announced they are offering a Native Microsoft Teams Cloud Contact Center through their strategic partner, Five9. In July 2020, Five9 announced its selection as a Microsoft strategic contact center partner to integrate its Intelligent Cloud Contact Center platform with Microsoft Teams. Marketing Technology News: Momo Announces New Executive Chairman and CEO Five9 and Microsoft Teams integration…

Leading Airline Improves Sales Conversions by 50%, Gains an All-New Window Into Online Customer Behaviors and Interests With Genesys As passengers scoured Ethiopian Airlines' website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact center agents knew precisely how and when to intervene. Genesys Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in…