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omnichannel customer experience

Snowflake Announces Adobe Integration to Empower Marketers with Scalable Data Insights

Joint customers can now analyze data from Adobe Campaign on Snowflake’s integrated cloud data platform Snowflake, the cloud data platform, today announced a new Federated Data Access (FDA) connector integration with Adobe Campaign, part of Adobe Experience Cloud, to empower marketers with a scalable platform for achieving deeper data insights. The integration enables Adobe Campaign users to extend their data into Snowflake to leverage the benefits of a single, integrated data platform for powerful marketing campaign data…

Yotpo Extends Its eCommerce Marketing Platform with Retail Syndication on the Bazaarvoice Network

Yotpo customers can now syndicate their reviews and visual user-generated content to world's top retailers via the Bazaarvoice Network, amplifying the reach of their content to over one billion shoppers every month Yotpo announced a partnership with Bazaarvoice that will enable Yotpo customers to syndicate their product reviews and visual user-generated content to the world's largest network of retail websites, empowering over a billion monthly shoppers to make more confident buying decisions. The power of Yotpo's…

IST Networks BOTTER Chatbot Now Available on the Genesys AppFoundry

New integration for Genesys Cloud enables businesses to leverage enterprise-grade chatbot framework to provide seamless, engaging and automated communications with customers IST Networks has announced Botter Chatbot is now available on the Genesys AppFoundry, the industry's largest dedicated marketplace focused on customer experience solutions. Genesys is the global leader in omnichannel customer experience and contact center solutions that power 25 billion of the world's best customer experiences each year. The AppFoundry…

Salesfloor Wins Best Omnichannel Customer Experience Solution at the Vendors in Partnership Gala

Salesfloor, the award-winning mobile platform designed for store associates, received the award for Best Omnichannel Customer Experience Solution at the Vendors in Partnership (VIP) Gala. The VIP Awards marked the official start of NRF's Big Show in New York City where retailers from around the world gather to share, learn, and network. The VIP Awards is a way for retailers to celebrate the drivers of the retail ecosystem and formally support, influence and recognize their vendor partners. Marketing Technology News: New…

Genesys Introduces Experience as a Service Enabling Organizations to Deliver True Personalization

Rapid innovation, lightning-fast deployments and infinite scale solidifies Genesys Cloud as the world's leading public cloud contact center platform Genesys, the global leader in omnichannel customer experience and contact center solutions, announces it is changing the name of its flagship software as a service (SaaS) offering, PureCloud, to Genesys Cloud. This shift reflects the evolution of the company and marks the launch of Experience as a Service powered by Genesys Cloud, which enables organizations to achieve true…

Genesys Survey Reveals the “Hold” Music That Transcends Borders

Around the globe, Classical music is top choice to soothe customer support frustrations Team Kate or Team Meghan, vinegar or tomato-based barbecue sauce, paying college athletes or not — there are plenty of things that divide us today. But what's something that opposing factions can agree on? Consumers around the globe concur that when it comes to waiting on hold for customer support, it's Classical tunes that are music to their ears. In fact, nearly 30% of those surveyed said if they could choose their own "hold"…

Painful Customer Support Experiences Bring 52% of American Consumers to Tears and Profanity

Genesys survey highlights cultural differences as U.S., China and India show highest rate of frustration while seeking help More than half (52%) of U.S. respondents in a recent survey reveal they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) but pales in comparison to the 60% response in India. Other highly emotional country results include China (58%), Singapore (55%), and Malaysia (51%), comparing to only 19% of South Korean…

Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive

Chatbots Are Also More Polite Than Humans, Say Nearly 40% of Genesys Survey Respondents As organizations increasingly look to artificial intelligence (AI) and machine learning to automate their customer support processes, consumers are coming around to engaging with chatbots. A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support. While 21% say they can "almost always" resolve their issue…

Genesys Expands Support for Google Cloud Contact Center AI Across All Three Customer Experience Platforms

Tightly Integrated Solution Marks Swift Progress on Genesys and Google Cloud Partnership Launched Less Than a Year Ago Genesys, a global leader in omnichannel customer experience and contact center solutions, is extending its integration with Google Cloud Contact Center AI across all three of its platforms – Genesys PureEngage, PureConnect and PureCloud– this quarter. Differentiated by native telephony, omnichannel orchestration and agent desktop offerings, Genesys provides businesses the rare advantage to implement bots…

Ada Launches on the Genesys AppFoundry

Ada's Automated Chatbot Combines with Genesys Customer Experience Platform to Enable Enterprises to Provide Incredible 24/7 Customer Service Ada announced its leading customer service chabot is now available on the Genesys AppFoundry, a dedicated customer experience marketplace. Genesys is the global leader in omnichannel customer experience and contact center solutions that powers 25 billion of the world's best customer experiences each year. The AppFoundry allows Genesys customers from all market segments to…

InGenius Releases New Integration for Microsoft Dynamics 365

InGenius announced a new integration for InGenius Connector Enterprise between the Genesys PureEngage platform and Microsoft Dynamics 365. The InGenius platform uses features such as screen pop, click-to-dial, CRM screen transfer, and automated case creation to make it easier for agents and organizations to work efficiently and achieve their business objectives. With InGenius Connector Enterprise, no changes need to be made to existing infrastructure or workflows. Also Read: Revolutionizing B2C CRM: The Power of Relevant…

Amperity Expands Customer Data Functionality for Multiple Customer Views

Global Consumer Brands Such as GAP, Alaska Airlines, Wynn Las Vegas, and TGI Fridays Select Amperity as Their Customer Data Platform of Choice Amperity, an Intelligent Customer Data Platform, has announced the general availability of their Databases functionality. Amperity now provides multiple views of the customer to marketers and analysts at global consumer brands. The company is also announcing new additions to its customer roster including leading companies like GAP Inc., Alaska Airlines, TGI Fridays, Wynn Las Vegas,…

Genesys Acquires Altocloud to Empower All Businesses with Improved Sales and Service Results Through AI and Journey Analytics

Genesys Customers Gain Rich Real-Time Engagement Capability to Deliver a Hyper-Personalised Experience, Resulting in Higher Lead Conversion and Customer Satisfaction Genesys, the global leader in omnichannel customer experience and contact center solutions, has completed the acquisition of privately held Altocloud Ltd., an industry-leading cloud-based customer journey analytics provider. By adding the Altocloud solution to its portfolio, Genesys strengthens its capability in artificial intelligence (AI) and machine…