Using Microsoft Teams in the Contact Centre
Watch on YouTube . CX Today's William Smith hosts Anna Stokes, Director - Global Product, Enghouse Interactive . In this session we discuss the following: Th...
William Smith · 13 Jan 2022
Calabrio: Enhancing Customer and Employee Experiences With a Human-Centred Approach
While digital transformation in the contact centre continues to bring new levels of convenience to customers and employees alike, the actual experience of in...
William Smith · 10 Jan 2022
Content Guru: Countering Customer Churn with Data
Information is the lifeblood of any modern organisation - revealing trends, identifying strengths and weaknesses, and informing decision making. Capturing in...
William Smith · 6 Jan 2022
RingCentral: The Future of Customer Experience in 2022
The past couple of years have proved a transformative time for customer experience, with companies having to meet rapidly changing consumer demands in the fa...
William Smith · 4 Jan 2022
Protecting Customer Data in the Face of Cyberattacks
Watch on YouTube. In this session we discuss the following: What companies can do to protect themselves from ransomware and malware attacks How well-equipped...
William Smith · 22 Dec 2021
Cyara: Succeeding with CX Digital Transformation
Customer experience is increasingly proving the differentiator between successful and unsuccessful companies - an effect that has only been supercharged by t...
William Smith · 21 Dec 2021
OneSignal Hails Strong 2021 Following Omni-Channel Updates
Omni-channel customer messaging platform OneSignal has revealed significant growth in 2021 off the back of a range of product updates. The company operates a...
William Smith · 20 Dec 2021
AnyRoad Launches Self-Service Analytics Solution
Experience relationship management platform AnyRoad has launched new analytics tools within its Atlas Product Suite AnyRoad offers a single platform for meas...
William Smith · 20 Dec 2021
Workgrid Debuts Employee Experience Integrations
Digital workplace solution Workgrid has announced a range a range of new integrations to help companies optimise the employee experience. Workgrid’s offering...
William Smith · 17 Dec 2021
Rokt raises $325mn Series E for AI Ecommerce Technology
Ecommerce marketing technology firm Rokt has announced its latest Series E round of funding. Rokt’s solution allows companies to offer personalised messages ...
William Smith · 17 Dec 2021
ServiceNow, Qualtrics Partner on Experience Personalisation
Experience management and enterprise feedback platform provider Qualtrics and digital workflow firm ServiceNow have announced a new partnership in experience...
William Smith · 16 Dec 2021
Loyalty Platform Wildfire Reports Record Growth
Reward and loyalty programme platform Wildfire Systems has announced record growth in 2021. The company’s offers a white-label monetisation platform which en...
William Smith · 16 Dec 2021
Glia and Zensar Partner on Financial Institution Customer Service
Digital customer service provider Glia has announced a partnership with software company Zensar to offer the latter’s digital transformation services alongsi...
William Smith · 15 Dec 2021
Why Scaling Companies Need To Reimagine Their Tech Stack To Thrive in 2022
The past two years have proved the need for digital transformation unlike anything else. Those companies that were already well underway on their digital tra...
William Smith · 15 Dec 2021
Puzzel Debuts Digital Engagement Customer Experience Solution
Contact Centre as a Service (CCaaS) provider Puzzel has debuted a new solution for digital customer experiences. Digital Engagement includes a host of AI-pow...
William Smith · 15 Dec 2021
Process Transformation for Customer Experience
Watch on YouTube . In this session we discuss the following: How companies should change their processes in response to customer behaviour How companies can ...
William Smith · 15 Dec 2021
Webhelp: 48% GB Adults Christmas Shop Mostly Online
Business process outsourcer Webhelp has issued a new piece of research in partnership with market research firm YouGov, looking at consumer buying behaviours...
William Smith · 14 Dec 2021
Stravito Knowledge Management Debuts Slack Integration
Knowledge management solution Stravito has announced new integrations with collaboration and research platforms. The company offers a knowledge management so...
William Smith · 14 Dec 2021
Symbl.ai: Conversation Intelligence for Real-Time Agent Coaching
The demand for modern contact centre agents is always increasing - whether that’s from managing hybrid working or dealing with omni-channel requests. Traditi...
William Smith · 13 Dec 2021
Dubber and Optus Partner on Mobile Voice Recording
Voice AI and call recording platform Dubber has announced its offering is to launch on the Optus mobile network. Dubber’s offering allows service providers t...
William Smith · 13 Dec 2021
Capacity Launches Mortgage Support Automation Platform
Support automation platform Capacity has announced the release of a new solution for the mortgage industry. The company framed its offering as a response to ...
William Smith · 13 Dec 2021
Aircall: How the Pandemic Kick-Started a Customer-Support Revolution
Every organisation has its own unique pandemic transformation story. Yet, from overnight shifts to remote work to building parent-friendly policies, one thin...
William Smith · 13 Dec 2021
MuleSoft and IBM Partner on Digital Experience Integrations
API platform and Salesforce subsidiary MuleSoft has announced a new partnership with enterprise technology giant IBM to help companies better utilise data ac...
William Smith · 10 Dec 2021
Forsta and Phebi.AI Partner on Voice Emotion Analysis
Customer experience research company Forsta has announced a new partnership with voice technology firm Phebi.AI. Forsta offers a platform for research into a...
William Smith · 9 Dec 2021![[24]7.ai Launches Upgraded Conversational AI Capabilities](/_next/image?url=https%3A%2F%2Fmedia.cxtoday.com%2Fwp%2F2021%2F12%2FUntitled-397.jpg&w=3840&q=75)
[24]7.ai Launches Upgraded Conversational AI Capabilities
Customer experience software firm [24]7.ai has announced new enhancements for its omnichannel conversational AI capabilities. The company’s [24]7.ai Engageme...
William Smith · 9 Dec 2021
Verint and Theta Lake Partner on Collaboration Cybersecurity
Customer engagement platform provider Verint has announced a new partnership with security and compliance firm Theta Lake. Verint’s offering leverages data, ...
William Smith · 8 Dec 2021
Alcatel-Lucent Enterprise Debuts ALE Connect CCaaS
Cloud communications and networking solutions firm Alcatel-Lucent Enterprise has announced the launch of a new cloud contact centre as a service (CCaaS) solu...
William Smith · 8 Dec 2021
Nectar: Digital Experience Insights from the IVR to the Agent
Watch on YouTube . In this session we discuss the following: The key benefits for companies of proactive customer experience testing Whether stress testing h...
William Smith · 7 Dec 2021
$580mn Round Values Genesys at $21bn
Cloud contact centre company Genesys has announced its latest round of funding. The company’s offering extends beyond the contact centre to broader customer ...
William Smith · 6 Dec 2021
Sony to Become Manchester City FC Virtual Fan Engagement Partner
Multinational technology corporation Sony has announced a collaboration with Manchester City Football Club in the area of digital fan experiences. Sony said ...
William Smith · 3 Dec 2021
Genesys Completes Acquisition of Pointillist and Exceed.ai
Cloud contact centre company Genesys has announced the completion of its acquisitions of two companies, Pointillist and Exceed.ai. Pointillist offers custome...
William Smith · 3 Dec 2021
Salesforce: Online Holiday Sales Reach Record $275bn
CRM leader Salesforce has released its annual Cyber Week report, investigating shopping trends over the recent holiday period. Analysing the shopping data of...
William Smith · 2 Dec 2021
Digital Experience Platform Optimizely to Acquire Welcome
Digital experience platform Optimizely has announced it is to acquire marketing platform Welcome . Optimizely’s offering incorporates A/B testing, content ma...
William Smith · 2 Dec 2021
HubSpot: Why Scaling Companies Need To Balance CX Technology With the Human Touch
A reset in consumer expectations has taken place over the last year and a half or so, with customers demanding new digital channels to interact with preferre...
William Smith · 2 Dec 2021
8x8 to Acquire Fuze in $250mn Deal
Cloud communications firm 8x8 has announced it is to acquire fellow cloud communications company Fuze. 8x8 offers unified communications, contact centre and ...
William Smith · 1 Dec 2021
Hybrid Working: Overcoming Contact Centre Leaders’ Concerns
While lockdowns have come and gone, hybrid modes of working in the contact centre industry have persisted, with many organisations adopting part-office-based...
William Smith · 1 Dec 2021
RingCentral: 25% Will Look for New Job if Forced Back to Office
Cloud communications company RingCentral has released new research into the extent workers in the UK are embracing hybrid working. Among the key findings wer...
William Smith · 1 Dec 2021
Salesforce Appoints Co-CEO Alongside Q3 Results
Salesforce has appointed a new Co-CEO alongside publishing financial results for the third quarter of the 2022 fiscal year. Bret Taylor has been Salesforce’s...
William Smith · 1 Dec 2021
AWS re:Invent: Day 1 Roundup
Amazon Web Services’ (AWS) hybrid conference for the cloud computing community kicked off yesterday, with a host of announcements. The company is known for t...
William Smith · 30 Nov 2021
Zwipe Launches Biometric Customer Enrolment Solutions
Biometric technology company Zwipe has announced a range of new enrolment solutions for its biometric payment card platform Zwipe Pay ONE. The company provid...
William Smith · 30 Nov 2021
Genesys Appoints New Chief Information Officer
Cloud contact centre provider Genesys has appointed Wesley Story as its new Chief Information Officer. Story joins the company having previously served as an...
William Smith · 29 Nov 2021
CMA Receives Commitments on Google’s Privacy Sandbox
The UK’s Competition and Markets Authority (CMA) has said it has received new commitments from Google on the latter's proposal to remove third party cookies ...
William Smith · 29 Nov 2021
SAS: 87.9% Feel Shopping Experience Improved During Pandemic
Data analytics company SAS has released new research into shopping experiences during the ongoing COVID-19 pandemic. The global survey consisted of an online...
William Smith · 26 Nov 2021
Meeting Customer Expectations on Black Friday
Black Friday has arrived, but there are concerns about how the shopping holiday will pan out for retailers after the changes in customer behaviour over the p...
William Smith · 26 Nov 2021
Calabrio: Award-winning Case Studies for How Interaction Analytics Turns Data into Results
Contact centres are a rich source of customer experience data, created constantly by every interaction across every channel. Actually realising the insights ...
William Smith · 26 Nov 2021
aytm Launches Automated Shelf Impact Testing Product
Consumer insights platform aytm has announced a new solution for automating shelf placement impact testing. The company offers an automated insights platform...
William Smith · 25 Nov 2021
AiFi, Carrefour, Partner on Concept Convenience Store
French multinational food retailer Carrefour has partnered with autonomous shopping firm AiFi to open a concept convenience store. Carrefour Flash 10/10, loc...
William Smith · 25 Nov 2021
Adwerx Secures $14.5mn for CRM Advertising Platform
Adwerx, which describes itself as a customer relationship advertising platform, has announced $14.5mn of new funding. The company’s offering integrates with ...
William Smith · 24 Nov 2021
Luma Health Raises $130mn Series C for Patient Engagement
Patient engagement platform Luma Health has raised a bumper Series C round of funding. The company offers software for automating patient healthcare journeys...
William Smith · 24 Nov 2021
Logik.io Raises $10mn for Salesforce Configuration Platform
Software company Logik.io has announced a new round of seed funding. The company aims to simplify enterprise sales processes with configuration technology fo...
William Smith · 23 Nov 2021
SaaS Labs Launches JustCall IQ Conversation Intelligence Platform
SaaS Labs has announced an extension of its JustCall contact centre solution with a conversation intelligence platform. SaaS Labs offers a range of telephony...
William Smith · 23 Nov 2021
Chattermill: CX Leaders Point to Highest Ever Customer Expectations
Customer feedback analysis company Chattermill has released new research surveying over 300 global leaders in the customer experience and marketing space. Ch...
William Smith · 23 Nov 2021
Jotform Launches No-Code Form Solution
Online form and feedback solution Jotform has announced a new no-code app builder. The company offers forms for collecting feedback and other tasks, integrat...
William Smith · 22 Nov 2021
Customer Data Firm Hightouch Closes $40mn Series B
Customer data company Hightouch has announced its latest Series B round of financing. The company focuses on bringing customer data out of data siloes, via a...
William Smith · 19 Nov 2021
Ada Expands Conversational AI Platform; Partners with Talkdesk
Conversational AI platform provider Ada has released new platform enhancements aimed at helping companies more easily connect with customers on their terms. ...
William Smith · 19 Nov 2021
NICE, Google Cloud, Partner on Automated Self-Service
Cloud customer experience platform NICE has announced a new partnership with Google Cloud on automated self-service systems integrating with traditional cont...
William Smith · 18 Nov 2021
Twilio: 52% Consumers Expect Better Brand Engagement
New research from cloud communications platform Twilio has looked into the difference between what consumers expect from companies and the experiences they r...
William Smith · 18 Nov 2021
WalkMe and SAP Concur Partner on Employee Experience
Digital adoption company WalkMe has announced a partnership with enterprise software giant SAP, which will see the former’s solutions join the SAP Concur par...
William Smith · 15 Nov 2021
Blue Prism and AWS Form Automation Partnership
Robotic process automation company Blue Prism has announced a new global strategic partnership with Amazon Web Services (AWS). The partnership will see the c...
William Smith · 15 Nov 2021
Puzzel: Digital Banking Services Growing in Popularity
Contact Centre as a Service (CCaaS) provider Puzzel has announced a new study into customer experiences in the financial services industries. Based on a surv...
William Smith · 12 Nov 2021