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customer engagement

TechBytes with Shawna Wolverton, EVP at Zendesk

Customer engagement tactics and targeting activities have changed completely in the last 3 months. How much has contextual agent communication evolved in these months? We’re seeing what were once primarily offline businesses pivot to totally online, and shifting large support teams to remote working. Agents need virtual access to the people, information and tools that give them the ability to collaborate seamlessly and efficiently in order to make sure they keep giving customers the same level of service they need and…

Independent Study Finds Businesses Achieve 462% ROI with Freshdesk Omnichannel

By automating processes and reducing ticket handling time, Freshworks' customer support platform provides a payback in less than three months Freshworks Inc., the customer engagement software company, announced a new commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting which found Freshworks' customer support offering, Freshdesk Omnichannel, provides a three-year return on investment (ROI) of 462% for midmarket customers. The study shows that Freshdesk Omnichannel meets the needs of…

Tealium Predict ML Solution Helps Marketers Understand CX Data to Deliver ROI Faster

New Tealium Predict ML (™) makes it possible for marketing teams to act earlier on data in order to optimize business outcomes, such as identifying buyers that are most likely to make a purchase or a segment most likely to churn Tealium, the trusted leader in real-time customer data orchestration, announced the general availability of Tealium Predict ML, built-in machine learning technology for Tealium AudienceStream, its market-leading Customer Data Platform (CDP). With more than 30 million predictions amassed already,…

Multi Channel Marketing: Increasing Customer Engagement and Lowering Customer Acquisition Cost

Request a FREE proposal to gain in-depth insights Quantzig, a global data analytics and advisory firm, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of its recent engagement that sheds light on the importance of multi channel marketing and explains how it helped a medical devices manufacturer to increase customer engagement and lower customer acquisition cost. The case study aligns perfectly with Quantzig’s commitment to helping its clients transform business…

Khoros Care Now Offers Google’s Business Messages to Serve Customers Online

Khoros, a global leader in customer engagement software, today announced that it offers Google’s Business Messages. Google’s newest channel makes it easy for customers to initiate rich messaging conversations with brands and integrates with Khoros Care’s intelligent response platform. Khoros Care empowers brands and their customer care agents with the industry’s easiest-to-use conversation management, analytics, and workforce management tools to dramatically reduce call volume and operational costs while increasing…

Acqueon Introduces Breakthrough Mutual Identity Verification Solution for Trusted Customer Engagement

Acqueon Identity increases dramatically right party contact and outreach performance Acqueon, a leading conversational engagement software company, introduced Acqueon Identity, a breakthrough solution enabling brands and consumers to authenticate each other. Acqueon Identity leverages components of Journey’s innovative Trusted Identity technology and uses smartphone onboard biometrics, facial recognition, and existing mobile apps combined with any enterprise offboard biometrics to enable trusted communications with…

Measured Helps Marketers Understand Media Contribution with New Incrementality Calculator

Free Tool Predicts Financial Impact of Making Shifts in Budget Across Media Channels Measured, the most trusted technology for independent media incrementality measurement, announced the availability of a free Incrementality Calculator for marketers to understand the potential impact of shifting advertising budgets across online and offline media channels. "Especially during an ongoing global crisis with far-reaching impact on consumer behaviors, marketers need reliable insights for planning investments and forecasting…

Stateside Sports Chooses Emarsys as Number One Draft Pick

Emarsys to help Australia’s home of US sports lifestyle to double its customer database and retail presence by 2022 Stateside Sports, Australia’s home of United States sports lifestyle, announced it has partnered with Emarsys, the only omnichannel customer engagement platform built to accelerate business outcomes, as it looks to double its customer database and retail presence within the next two years. Using Emarsys’ fully integrated customer data platform (CDP), Stateside Sports plans to eliminate silos and unify…

Daily MarTech Roundup: Latest Marketing and Sales Technology News, Product Annoucements and Insights

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI and ML announcements from Signal Vine (Unified Communication), Vee24 (Customer Experience), Exemplifi (Content), Vbrick (Video), and Jumio (Identity Management). Signal Vine Launches Signal Vine Messaging on Salesforce AppExchange Signal Vine, a leading provider of blended SMS communications with students across the education industry, announced it has launched Signal Vine Messaging on Salesforce AppExchange.…

The Future of Live Engagement is Here as Vee24 Launches V11 Intelligent Conversational Experience

The New Platform Raises the Bar for Live Digital Customer Engagement Vee24, the leader in intelligent, conversational, multi-experience solutions, announced the launch of its latest release, raising the bar for live online customer engagement. The release is currently live in production with more than 100 clients globally who are using the platform to allow sales, marketing, and service agents to collaborate with customers in ways that were not previously possible. "Our modular solution is easy to use with…

Experlogix CPQ and Dynamicweb Ecommerce Combine To Make Ordering Complex Products Online Easy

CPQ and Ecommerce Join Together to Offer a Web-Based Configurator with Shopping Cart Experlogix LLC, a premier provider of Configure, Price, Quote (CPQ) technology specializing in fully integrated quote and order automation solutions, announced the immediate availability of Experlogix CPQ with Dynamicweb eCommerce on the Microsoft Dynamics 365 Customer Engagement and Sales platform. The combined products enable Experlogix CPQ users to extend complex quote and order configurations to their customers via a web-based eCommerce…

Influitive Launches Game-Changing Buyer Experience Platform

Influitive Corporation—a leading provider of customer advocacy and engagement software—today announced the launch of its new open hub, Influitive Experience. “Today’s buyers are overwhelmed by the number of vendors and options available to them, yet are underwhelmed by the messages they are receiving and the buying process,” said Dan Cote, Chief Marketing Officer at Influitive. “To survive in today’s SaaS-driven, digitally connected world, companies must embrace and orchestrate customer engagement beginning with the buyer…

Astute Introduces Email Virtual Assistant, EVA, to Automate Customer Service Emails

New inbound email processing solution uses natural language processing and machine learning to instantly craft responses to customers Astute is announcing the release of Email Virtual Assistant, or EVA, a new automated customer service tool that processes inbound emails and writes highly accurate responses, drastically reducing the time and cost associated with customer email management. By learning from how human customer service agents respond to customer issues, EVA replies to customers quickly and accurately while…

Airship Appoints Bernardo de Albergaria as Chief Commercial Officer

Global marketing expert and technology veteran de Albergaria joins Airship’s executive team Customer engagement company Airship announced Bernardo de Albergaria has joined its executive leadership team as chief commercial officer. In this role, de Albergaria will lead global marketing, sales and partner organizations, driving Airship’s go-to-market strategies and execution with responsibility for overall global growth. He will report directly to CEO and president Brett Caine. Marketing Technology News: Zoomin Named a…

NICE Named a Leader in Journey Orchestration by Top Analyst Firm

NICE Customer Engagement Analytics receives the highest rating possible in 18 criteria and is recognized for its ability to transform customer and agent journeys NICE announced that it has been acknowledged as a Leader by Forrester Research in "The Forrester Wave™: Journey Orchestration Platforms, Q2 2020" report. Uniquely, among the vendors evaluated NICE received the highest possible scores in the Data Fusion category, highlighting the ability of its Customer Engagement Analytics (CEA) solution in helping organizations to…

Daily MarTech Roundup: Latest Marketing and Sales Technology News, Product Annoucements and Insights

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI and ML announcements from Freshworks (Customer experience), Unbounce (AI/ML), Xactly (Sales intelligence), True Influence (Marketing cloud), and Contentful (Content Management). Freshworks Announces Strategic Partnership with TCS Freshworks Inc., the customer engagement software company, announced a strategic partnership with Tata Consultancy Services (TCS), a leading global IT services, consulting and…

IPFone Announces Partnership With Inference Solutions

IPFone announces partnership with global provider of voice automation applications Inference Solutions IPFone announces partnership with Inference Solutions, a global provider of Interactive Voice Response (IVR) technologies for sales and service organizations. This AI-powered platform enables businesses to automate virtual conversations with their customers and potential prospects without the need of a live agent. Marketing Technology News: Talkdesk Propels Palmer Johnson Power Systems Customer Service With Cloud…

Freshworks Announces Strategic Partnership with TCS

Freshworks Inc., the customer engagement software company, announced a strategic partnership with Tata Consultancy Services (TCS), a leading global IT services, consulting and business solutions organization, to jointly build and market new age marketing, sales, support, customer success, and ITSM solutions on top of Freshworks cloud software to elevate end-user and employee experiences. Marketing Technology News: Sitel Group To Hire 1,000 Licensed Insurance Agents In North America Freshworks is synonymous with…

Survey Reveals Most Businesses Overestimated Their Digital Readiness to Adapt to the Pandemic

74% said the crisis exposed more IT gaps than expected 54% admit they should have done more to help their customers 71% are accelerating their DX plans as a result New research from Pegasystems Inc., the software company empowering digital transformation (DX) at the world's leading enterprises, reveals most business leaders overestimated the state of their digital transformation efforts – which hampered their ability to adapt to the pandemic. Nearly three quarters (74%) of business decision makers said the crisis exposed…

AWS Is Preferred Cloud Provider for Genesys Cloud Customer Experience and Contact Center Platform

Powered by AWS, Genesys Cloud improves customer engagement for companies of all sizes worldwide Today, Amazon Web Services, Inc., an Amazon.com company, announced that Genesys has selected AWS as the preferred cloud provider for Genesys Cloud, an all-in-one solution and leading public cloud contact center platform. Organizations around the world use the platform to manage and improve customer relationships across any channel, including voice, text, web chat, and social. Genesys Cloud is built on and relies upon AWS’s…