Banner Before Header
Browsing Tag

customer experience

LogMeIn Unlocks Untapped Potential of Co-Browsing with Rescue Live Guide

Solution Delivers Seamless, Secure Co-browsing for Frictionless Customer Support At CXNext, LogMeIn announced the launch of Rescue Live Guide, which provides instant and secure co-browsing capabilities that enable customer service agents to resolve issues faster via guided, personalized support. Rescue Live Guide is the latest offer in a series of solution advancements made to LogMeIn’s industry leading Support Solutions portfolio which is designed to eliminate friction across digital experiences for both agents and end…

Stella Connect and Qualtrics Ink Strategic Partnership

Joint solution builds world’s best platform for unlocking the potential and performance of contact center teams Stella Connect, a disruptive, VC-backed provider of SaaS contact center Quality Assurance and Performance Management solutions, announced today that it has entered into a strategic relationship with Qualtrics, creator of the experience management category. With this collaboration, the two companies will provide a seamless workflow for driving agent engagement and performance to help enhance the customer…

NWN’s Jill Broyles Honored Among CRN’s 2020 Women of the Channel

NWN Corporation, a leading technology-enabled service provider focused on transforming the customer experience, announced today that CRN®, a brand of The Channel Company, has named NWN's Jill Broyles to its esteemed 2020 Women of the Channel list. Recognizing the unique strengths, vision, and achievements of a select group of women, this prestigious annual list acknowledges channel leaders who are blazing a trail for future generations. These women are from all areas of the IT ecosystem, including technology vendors,…

Going Beyond Campaigns: Enabling Real-Time Interaction Management

As consumers, our expectations for brands grow by the month, the day, the hour. Every time we’re wowed by interaction, the bar we have for experience ticks up a notch, whether we notice it or not. With mega-brands like Amazon, Apple, and Uber redefining convenience over the last several years, as well as new-on-the-scene disruptors, brand marketers at many organizations are struggling to keep up. Not everyone has the level of resources, either from a people or technology perspective, as the CX leaders, but all brands are…

Indicative Brings a New Layer of Clarity and Simplicity to the Global Analytics Market

Indicative, a leading customer analytics software company, has announced a solution that makes it easier for nontechnical people to work with data. Released to the public this morning, a reimagined visual interface and increased functionality firmly establishes Indicative as a pioneer in advanced customer analytics for product and marketing teams. Indicative's enhanced query building capabilities lower the barrier for people to work with data, making it possible for anyone to create interactive visualizations and monitor…

Vonage Launches Integration with ServiceNow

Vonage, a global business cloud communications leader, has announced the expansion of its Vonage Contact Center capabilities to include seamless integration with ServiceNow, the leading digital workflow company. Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Now more than ever, enterprises are digitally transforming and more reliant on mission-critical customer…

Survey: Two-Thirds of Respondents Say Technology is Not Delivering Stronger Customer Relationships

65% of respondents say automation technologies only “somewhat effective” in providing all the data and context employees need Appian announced the results of its “Business Automation Technologies and the Customer Experience” survey. The objective of the survey, conducted by IDG, was to understand employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. In the midst of the COVID-19 pandemic,…

Nextup Hires Industry Expert as Director of Marketing

Nextup welcomes Julie Lozano as Director of Marketing Nextup, based in Anaheim, California, announced that Julie Lozano has joined the company as Director of Marketing. Julie will develop and oversee marketing, communications, and public relations strategy for the organization in close collaboration with its executive team. Marketing Technology News: Khoros Sees 47% Increase in Online Community Visits During COVID-19 Julie brings over 15 years of automotive experience to her new position. She began her career as a…

The CXApp Creates ‘No-Touch’ Workplace Experiences With New Platform Features

The CXApp Launches Automated, Contactless Interactions for Its Connected App Experience When offices re-open and employees return to work, technology will be the building blocks for a contactless workplace experience. Creating low-touch, yet highly accessible work environments will be a core principle going forward. The CXApp facilitates a unified workplace where employees have on-demand access to real-time communications and contextual experiences in one app from employee to employee, building to building, campus to…

VoiceBase Helps Avantive Solutions Build Stronger Brands and Improve Customer Experience by Better Understanding Customer and Agent Behavior

Advanced speech analytics platform powers top agent modeling for work-at-home agents to increase campaign performance and revenue VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience. “Being able to pinpoint the exact timing and specific verbiage…

DDN’s Yvonne Walker Recognized as One of CRN’s 2020 Women of the Channel

DDN Also Included in CRN 2020 Storage List and Selected as Part of "The 40 Coolest Software-Defined Storage Vendors" DDN, the global leader in Artificial Intelligence (AI) and multicloud data management, announced that CRN®, a brand of The Channel Company, has named Yvonne Walker, senior manager of partner and customer experience, to its esteemed 2020 Women of the Channel list. Recognizing the unique strengths, vision and achievements of a select group of women, this prestigious, annual list acknowledges channel leaders…

NovelVox Launches CX Infinity, The New Age Messaging And Multichannel Customer Engagement Platform

NovelVox, the leading contact center solution provider, announces the launch of CX Infinity – the business messaging and customer engagement platform. Today where customers are trying to approach businesses via 7 different channels on average, it is important for businesses to transform the way they interact with the customers and take a leap from just phone or emails. CX Infinity is a multichannel solution to deal with all such big challenges. The features are designed to benefit Cisco contact centers to further enhance…

Stamats Positions Its Audience Management/Solutions Platform for Growth Through Rebrand to Audativ

Stamats has enhanced the branding of its audience management database and solutions offering by renaming it Audativ. Previously named Stamats Data Management, the system has been in the market for more than a decade and enjoys a strong following with B2B publishers and other vertical markets. The new name positions Audativ to further distinguish itself in a competitive marketplace and sets the stage for expansion into new industries. A leader in customized research, marketing, fulfillment, intelligence, and audience…

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 YouTube (Video), JRNI (customer Experience), CallTower (Unified Communications), Floatthat (E-commerce), PitchHub (Sales Enablement), and Cognism (Email Marketing). YouTube Taps Caption Leader Rev.com as ‘Recommended Vendor’ YouTube and Rev.com have teamed up to make captions more readily available to YouTube creators. Rev — recently named a “recommended vendor” for human-generated…

The CXApp Creates ‘No-Touch’ Workplace Experiences With New Platform Features

The CXApp Launches Automated, Contactless Interactions for Its Connected App Experience When offices re-open and employees return to work, technology will be the building blocks for a contactless workplace experience. Creating low-touch, yet highly accessible work environments will be a core principle going forward. The CXApp facilitates a unified workplace where employees have on-demand access to real-time communications and contextual experiences in one app from employee to employee, building to building, campus to…

Nearly 74% of Consumers Will Switch Providers After a Poor Contact Center Experience, According to New Research

Poor service and emotional factors force customers to churn, costing U.S. providers an estimated $168 billion per year Despite the proliferation of self-service options, phone-based customer support remains the most popular and critical customer service channel for brands, according to the 2020 CallMiner Churn Index, which was released. CallMiner found that consumer reliance on phone-based customer support increased by 17% since 2018. The stakes are also higher: Nearly three-quarters of consumers surveyed will switch…

Doxim Offers the Best of Both Worlds: A Customer Communications Business Continuity Solution with Immediate ROI

Business continuity solution will allow organizations to reduce operational risk and avoid revenue disruption and regulatory penalties while realizing immediate value Doxim, the leading customer communications and engagement technology provider serving financial and regulated markets, today announced the availability of its Customer Communications Business Continuity Solution, Doxim BCS. An on-demand overview of the solution was made available online for interested parties to review. Doxim BCS has been designed to enable…

Liberty Global Expands Collaboration with Amdocs to Enrich its Customer Experience

In moving to the cloud, the user lifecycle management (ULM) service will run on Amazon Web Services to serve Liberty Global’s pan-European group of operators Amdocs, a leading provider of software and services to communications and media companies, announced that Liberty Global, one of the world’s largest international TV and broadband companies, has expanded its agreement with Amdocs to provide seamless access on multiple devices to inspiring and entertaining media content and communication services. The program is being…

Medallia Completes Acquisition of Voci Technologies

Medallia, Inc., the global leader in experience management, announced it has completed the acquisition of the speech-to-text platform, Voci Technologies. Marketing Technology News: New Data From Kustomer Reinforces The Critical Role Of Customer Service During The COVID-19 Crisis Companies are now engaging with customers by phone more than any other channel and these interactions are a gold mine of untapped insights. Adding call center feedback to Medallia’s powerful experience management platform can power exceptional…

Mavenlink Inc. Chooses Qualtrics CoreXM

Qualtrics, the leader in customer experience and creator of the experience management category, announced that Mavenlink Inc. has selected Qualtrics CoreXM. Marketing Technology News: Inte Q Offers Email Strategy Expertise & Resources Amidst Global Pandemic CoreXM is the foundation of experience management and the most complete and trusted insight solution on the market. Organizations can start their XM journey using CoreXM to tap into the right listening channels, gather critical insights, and enable real-time…