customer service

Out of 11 major industries analyzed, airlines stand out for delivering the best customer care on Twitter  Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the past year, the report identifies the best practices shared across industries for customer support on Twitter.   Sprinklr’s analysis found a 15 percent increase in customer…

Hi Gari, please tell us about your role and the team you handle at Zendesk. As the Senior Vice President of Sales for Zendesk APAC, I lead the commercial growth of our business and the expansion of our customer base across the region. My team and I aim to engage with our customers and support them in whatever stage of growth they are at, better equipping them to build powerful and innovative customer experiences that are streamlined to their business needs. Whether it’s working with startups or large enterprises, I’m…

$4.5 billion-asset credit union selects comprehensive communications and collaboration platform to modernize member service Glia, a leading Digital Customer Service provider, announced that Vernon Hills, Ill.-based BCU has selected its Digital Member Service platform to enhance how it serves members in a digital-first world. BCU has always been a technology innovator; it was one of the first credit unions to offer video banking and 65% of its membership is remote and heavily relies on digital channels. By leveraging…

If 2020 taught us anything, it’s that sometimes, human beings all face the same challenges, and we all want to receive the same understanding, caring, and thoughtfulness that we give out to the world. This year, as customers, we’ve wanted that same level of forethought as we expect brands to deliver a more connected and thoughtful experience that resonates with us. We’ve wanted something from the heart. Stripped of much of the flash, glamour, and rhetoric, marketing is all about focusing on meeting people’s needs. Brands…

The global pandemic is rewriting the rules of customer service. It has also disrupted the way we are going to move forward. The global leader in CRM, Salesforce has released India insights from the fourth edition of its State of Service Report. The report surveyed over 7,000 global decision-makers, agents, mobile workers, and dispatchers across 33 countries, including 300 in India and illustrates the changes in the customer service journey alongside the strategies embraced by the business as they move forward past COVID-19.…

SugarCRM announced that it was named a Champion in the 2021 CRM Emotional Footprint report from SoftwareReviews, achieving the highest score of all ranked companies. With a CX score of 8.6, SugarCRM vaulted to first place in the rankings, up from fourth place last year. The report, based solely on customer reviews, quantifies the value relationship vendors provide to their customers. Marketing Technology News: Philco and Roku Launch Philco Roku TV Lineup in Brazil “We are excited to head into 2021 with our continued…

Company Announces Appointment of Gerard Kleisterlee and Bob Dechant, CEO of ibex ibex announced the appointment of Gerard Kleisterlee, former chairman of Vodafone Group, to its board of directors as an independent non-executive board member, and the addition of Robert Dechant, who serves as the chief executive officer of ibex, to increase the size of the board from six to eight directors. The appointments took effect on January 8, 2021. “We are delighted Gerard has joined the ibex board,” said Bob Dechant, CEO of ibex.…

Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2021 and Beyond By 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience, according to Gartner, Inc. Digital transformation for service organizations initially focused on websites for desktop users but shifted to enterprise-native mobile app experiences with the proliferation of smartphones and tablets. However, despite significant investment and promotion, most…

New capabilities will assist customer service agents by analyzing service calls in real time Pegasystems Inc., the software company that crushes business complexity, announced its acquisition of Qurious.io, Inc., a cloud-based real-time speech analytics solution powered by artificial intelligence (AI) for customer service teams. Terms of the deal are not being disclosed. Qurious.io's software-as-a-service (SaaS) offering uses speech-to-text, natural language processing (NLP), and emotion detection capabilities to analyze…

Company's total fundraising surpasses $100 million as market goes mainstream Glia, a leading provider of Digital Customer Service, announced that it has raised $78 million in Series C funding, bringing Glia's total fundraising to $107 million. This round was led by existing investor Insight Partners and Glia was advised in the transaction by Cooley LLP. Glia grew by more than 150% in 2020 as the pandemic forced businesses to reimagine how they guide and connect with customers in a digital world. The investment will allow…

 Content agility has taken on new meaning in 2020, as the ability to surface new products and get to market quickly with relevant offers has never been more of an issue for brands and marketers. Our recent report, Experiences Customers Want, highlights the increasing reliance on digital this year. Some 35% of consumers agree that they shop online more than they did before. With 34% of consumers stating they now use more online services generally and 30% saying their online experience is now much more important than it was…

Based on its recent analysis of the North American Unified Communications and Collaboration (UCC) market, Frost & Sullivan recognizes Sangoma Technologies Corporation with the 2020 North American Competitive Strategy Leadership Award. Sangoma's unified communications (UC) portfolio includes the two most popular open-source private branch exchange (PBX) platforms. Sangoma both supports the open-source community and incorporates the shared innovation into its own solutions, including its SwitchVox hosted UC service.…

Cresta, the real-time intelligence platform for customer conversations, announced the launch of Cresta for Customer Service, designed to enable customer care teams to deliver more personalized customer experiences. Cresta’s real-time AI coaching solution is for companies seeking to deliver the best possible service and support experience to their customers. Cresta’s AI continuously learns top-performing service behaviors and puts those insights into action with real-time assistance and personalized coaching, resulting in…

Fanplayr, a leader in online behavioral personalization, announced it has acquired Jamu Incorporated, a reseller and development firm based in Tokyo, Japan. The acquisition represents the fulfillment of a long-term relationship between Fanplayr and Jamu Inc., which dates back to 2012 and has been profitable for both companies. Jamu was founded that year by former Reuters colleague and investor in Fanplayr, Hideaki Ueda, who commented, "Expansion to Japan has been a reliable source of growth for successful foreign…

NYNJA, the security-first, all-in-one communications platform for mission-critical telecommunications needs, announced that Jason Liberatore has been named Director of Business Development. In this new role, Liberatore will support NYNJA's growth by pursuing and cultivating strategic partnerships and business relationships with new and existing clients.  Liberatore will report directly to the Co-Founder and CEO of NYNJA, JR Guerrieri, and work with the company's senior leadership to ensure client needs are met. Marketing…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from Medallia (Customer Experience), Jornaya (Behavioral data), RingCentral (Unified Communications), YouMail (Customer Service), and SproutLoud (Marketing Automation). Bluevine Capital Chooses Medallia For Experience Management Medallia, Inc., the global leader in experience management, announced that Bluevine Capital has selected Medallia as its experience management platform of choice.…

ArenaCX, the world's first customer service marketplace delivering responsive support to businesses, announced their partner app listing in the Zendesk Marketplace. The ArenaCX app offers Zendesk's 170,000+ global customers access to flexible customer service labor from the ArenaCX network of vetted and ready-to-onboard contact centers. ArenaCX is modernizing the way companies outsource by creating a performance-based marketplace that allows its customers to easily trial and test new vendors. ArenaCX is streamlining the…

Freshworks uses VoiceBase to automate PCI Redaction to protect its customers’ sensitive data and enable quality customer experience VoiceBase, the leading AI-powered voice analytics provider, announced, Freshworks Inc., the customer and employee engagement software company is using VoiceBase to further enhance and protect the privacy of sensitive customer billing information. By redacting audio recordings through the VoiceBase stack of services, Freshworks is now able to automatically redact sensitive customer data and…

Uniphore, an early leader in Conversational Service Automation (CSA), announced results from its latest COVID-era survey that underscores how challenges facing customer service centers are resulting in increased consumer frustration and missed opportunities for brands to build trust and loyalty. The report also shows consumer acceptance for new technology that can help call center agents and better serve the immediate needs of the customer. Marketing Technology News: Unity and Snap Inc. Partner to Extend Ad and Tech Reach…

3CLogic, the leading provider of voice-enabled solutions for ServiceNow,  announced its selection by a major European energy multinational. The solution includes integration with ServiceNow’s IT Service Management (ITSM) suite as the firm seeks to optimize its customer service operations by streamlining both voice-based self-service and live customer inquiries. A ServiceNow certified Technology Partner, adoption of the 3CLogic cloud contact center solution continues to grow as enterprises across industries seek to…