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customer experience

Enghouse Integrates with Microsoft Teams for Contact Center

Enghouse Cloud and Communications Center support advanced integration with MS Teams Enghouse Systems Limited is participating in the Microsoft Teams Connected Contact Center certification program and now offers cloud and on-premise contact center options for Microsoft Teams. For customers deploying Teams, Enghouse Interactive offers Enghouse Cloud, which provides Contact Center as a Service (CCaaS), and Enghouse Interactive Communications Center (CC) V11.0, which supports on-premise or private cloud deployment options.…

Visual Lease Welcomes Erinn Tarpey as SVP, Marketing

Visual Lease, a leading provider of lease accounting and management solutions, announced the appointment of Erinn Tarpey as SVP, Marketing. In her role, Tarpey will oversee Visual Lease’s go-to-market strategy, operational activities and is responsible for extending global brand awareness of the company’s solutions and services. “In addition to the strong executive leadership at the organization, I was compelled by Visual Lease’s focus on continuous innovation and delivering a customer experience that is unmatched in the…

MarTech Interview with Tod Loofbourrow, CEO at ViralGains

"There is a major convergence happening between Martech and Adtech systems now, described by the clever moniker MadTech." Hi Tod, tell us about your journey into data management technologies. What inspired you to start at ViralGains? ViralGains is all about turning advertising into a two-way conversation and helping brands interact in authentic ways with consumers. I saw an opportunity with ViralGains to use Artificial Intelligence (AI) to bring massive scale to that interaction and to find patterns in consumer…

Zendesk Benchmark Snapshot Shows Widespread Global Service Impacts

Customer behaviour is increasingly unpredictable with ticket volumes fluctuating anywhere from -17% to +24% week-to-week during the global COVID-19 outbreak Company launches number of free resources, including new product bundle to make it easier for all businesses to support customers and boost remote agent productivity  Zendesk, Inc., the service-first CRM company, released its Zendesk Benchmark Snapshot highlighting the global impact of the current COVID-19 (Coronavirus) pandemic, which is being felt across markets by…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from TCS,  CustomerGauge, CalAmp, Melrose Labs, Audian, SRAX, Inc., and Automation Anywhere. TCS Named a Leader in 2020 Gartner Magic Quadrant for Managed Workplace Services, Asia/Pacific 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.…

Is Your Customer Experience (CX) Roadmap Still on Track?

How would you react if you found out that 73.6% of organizations operate without enterprise-wide CX analytics systems! If experience isn’t central to your business, you’re likely to lose in the long race. It’s mostly a marathon, run at a pace of a Sprint runner. NTT recently asked marketers, "Is CX a differentiator or detractor in your organization?" Most marketers have heard about customer experience, but only a very few have mastered it. In the current COVID-19 scenario, client-facing teams are finding it hard to…

Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using…

8x8, Inc. , a leading integrated cloud communications provider, announced it has enabled Activate Group Limited (AGL) to keep the UK’s key workers on the road by transitioning its contact centre staff to work remotely in just 24 hours with the 8x8 cloud communications solution. Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using @8x8UK @8x8 AGL’s fleet management services, which specialise in technology-led accident management services,…

CustomerGauge Brings B2B Customer Experience Solution to HubSpot Marketing System Users

In the battle to unite experience data and marketing data in one system, CustomerGauge's latest integration offering is a massive leap forward thanks to easy two-way integration with Hubspot CustomerGauge, creator of the Account Experience category maximizing retention and growth for B2B companies, announced its advanced integration to HubSpot Marketing & CRM System. The two-way integration is designed to help organizations measure, analyze, and act on feedback throughout the customer journey—including marketing owned…

Understanding Your Customers and Prospect During Uncertain Times

Everybody’s dealing with the effects of the COVID-19 outbreak. This public health pandemic is having a critical impact on supply and demand. It’s times like these that marketers need to be even more aware and sensitive to the expectations of their customers and prospects. Shopping for major-life purchases (MLPs)—such as a car, loan, insurance, or degree—involves a lot of research, investigation, and comparison. These are big-ticket items that can often get delayed—or even escalated—during uncertain times. Consumers, who…

Intellagents Adds Infinilytics to Marketplace for Next-Generation Claims Processing Capabilities

Infinilytics’ AI platform will lower costs, improve customer experience, and increase efficiency of claims management in a remote environment Infinilytics, an enterprise artificial intelligence (AI) and analytics provider delivering solutions for insurance organizations, is pleased to announce Intellagents, provider of an API ecosystem for insurers and Insurtechs which facilitates faster connections and profitable innovation, has selected the company’s AI-based solution, CHARLEE, to add insurance claims insights to the …

TechBytes with Natalya Pollard, Country Manager at LiveRamp ANZ

Hi Natalya, tell us about your role at LiveRamp and how you started in the industry. Most of my time within the industry has been dealing in data, however, data was used in very different ways when I first began. I could not have imagined then the sheer quantities and applications of data that have emerged with the rise of technology. I have however always believed that data – and in particular customer data – has the power to change businesses. If you want to be competitive in business, you need to understand data,…

MarTech Interview with Doug Bewsher, CEO at Leadspace

"Having MarTech stack doesn’t necessarily mean that business have got everything they need in place to be data-driven, targeted, and effective.Targeting is key as the digital noise goes up." Hi Doug, Covid is a wrecker. How has it impacted your business? First and foremost, it has impacted our employees - we are very focused on keeping everyone and their families healthy, and luckily most of the team -- whether in the US or Israel - can work remotely, but it has definitely been a stressful time for most. From a…

Blueshift Expands AI Predictive Studio with New Channel Engagement Scores

AI-powered Channel Engagement Scores help marketers identify channels with high engagement and deliver meaningful messages throughout the customer journey Blueshift, the leading Customer Data Activation Platform, announced the addition of Channel Engagement Scores to its Predictive Intelligence Studio, which includes predictive segmentation, predictive recommendations and engage time optimization. The new feature aims to provide marketers with an in-depth and holistic look at engagement rates across the customer lifecycle…

TeamSupport Expands Leadership Team With VP of Marketing and Communications

Experienced communications veteran to help spearhead omnichannel marketing communications strategy TeamSupport, the industry’s top business-to-business (B2B) focused customer support software solution, announces the appointment of Connie Glover as vice president of marketing and communications. Glover will work closely with TeamSupport CMO, Melissa Hendrick, to ignite growth, demand generation and overall customer experience. Marketing Technology News: COVID-19 Phishes Explode as U.S. Reels From Pandemic “We see a…

Druva Most Awarded Data Protection Vendor at 2020 Stevie Awards

Company secures eight honors with innovative, customer-centric SaaS platform designed to help businesses protect their data in the cloud era Druva, Inc., the leader in Cloud Data Protection and Management, announced it received eight awards for outstanding customer service at the 2020 Stevie Awards for Sales & Customer Service’s annual ceremony in Las Vegas in February. Created to celebrate the achievements of sales, customer service and call center professionals, the trophies are the latest honor for Druva’s…

Smartbox Transforms Customer Experiences With Nutanix

Retailer Leverages Technology To Enhance Customers’ Digital Experiences Nutanix, a leader in enterprise cloud computing, announced that Smartbox Group, a leading European retailer of gift experiences, expanded its relationship with the company to support its digital modernization project. Smartbox leverages Nutanix software to modernize its IT infrastructure, streamline operations, and reduce costs in order to delight customers with tailored, real-time experiences. A seamless omnichannel customer experience is now a…

Building Better Data Management Practices Against Consumer Privacy Concerns

In the age of Brexit, GDPR and Cambridge Analytica scandals, CMOs are finding it harder to navigate effective data management, especially as consumer privacy concerns continue to grow. In fact, some CMOs say their businesses are losing millions of dollars every year due to poor data handling skills, a new survey revealed. Silverbullet’s new report Whose data is it anyway? How UK marketers navigate data management as consumer privacy concerns grow, surveyed 100 UK CMOs and a wealth of consumers to uncover the ongoing…

Digital Marketing Institute Shifts to Talkdesk Cloud Contact Center Solutions for Global Customer Service and Sales Teams

Seamless integration with Salesforce, and flexibility to expand globally based on dynamic customer needs, elevates Talkdesk over other cloud competitors DMI chose Talkdesk for cloud scalability to support global expansion, strong reputation for reliability and comprehensive integration with Salesforce Talkdesk offers DMI an agile and easy-to-customize platform through a user-friendly “clicks, not code” approach Streamlined configuration and simple, self-service set up offers DMI complete control over contact…

i95Dev Adds Magento QuickBooks Connector to Its Product Portfolio

i95Dev announces the release of its new connector for Magento e-commerce and QuickBooks Online accounting systems i95Dev announces the release of its new connector for Magento e-commerce and QuickBooks Online accounting systems. i95Dev’s new Quickbooks connector is a quick and secure way to integrate Magento 2 (an Adobe product) with QuickBooks Online accounting system by Intuit. The connector enables merchants to make smarter business decisions by ensuring accurate and consistent data across both the systems, giving…

Arkose Labs Raises $22 Million in Series B Round Led by M12, Microsoft’s Venture Fund

With participation from PayPal and USVP, this new funding round empowers Arkose Labs in its fight to bankrupt the business of online fraud and abuse Arkose Labs, provider of online fraud and abuse prevention technology, announced it has raised an additional $22 million in Series B funding led by Microsoft’s venture fund, M12, as well as participation from existing investors PayPal and USVP. “We are proud to welcome Arkose Labs to M12’s portfolio. With Arkose’s end-to-end anti-fraud platform, enterprises across the globe…