Popular stories shared among agents, business leaders and our loyal readership are on top CX tips, new solutions launched and mergers. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Five9 Teams up with Mitel to Offer World-Class CCaaS
Five9, a leading provider of intelligent cloud contact centre, announced today a new strategic partnership with Mitel, a global leader in business communications.
The partnership will ensure that the Five9 Intelligent Cloud Contact is featured as Mitel’s exclusive contact centre as a service (CCaaS) partner for its worldwide client base.
RingCentral to Extend Partnership with NICE
RingCentral and NICE announced a multi-year expansion and extension of their long-term partnership to market and sell RingCentral Contact Center™ worldwide. Taking advantage of the accelerated trend of customers purchasing UCaaS and CCaaS together, RingCentral and NICE are expanding their partnership to offer combined benefits of their market-leading solutions. RingCentral Contact Centre integrates NICE’s CXone cloud contact centre with RingCentral’s cloud Message Video Phone™ platform (MVP™). The integration brings together two recognised industry leaders, providing companies with a trusted, secure, reliable customer communications and engagement solution.
Invoca Acquires DialogTech
Invoca, the leader in conversation intelligence for revenue teams, announced that it has acquired DialogTech, an AI-powered call tracking and analytics solution for marketers. The acquisition was a combined cash and stock deal with which Invoca extends its leadership in the $4.8 billion conversation intelligence market. The company has now over 2,000 customers, more than 300 employees and is serving the top consumer brands in considered purchase industries, names such as ADT, AutoNation, DISH, Mayo Clinic, TELUS and The Home Depot.
Pegasystems Reveal Major CX Frustration Points
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels, according to new research by Pegasystems.
The global study, conducted by research firm Savanta, recently surveyed 12,700 business leaders, agents, and customers to understand how the pandemic is impacting the current and future states of customer service.
Businesses are making progress by adding more digital service channels to keep up with customer demands but this comes at the expense of service quality by creating more inconsistencies and increasing customer frustration.
MiaRec Launches Contact Centre Reporting Tool
Call recording and voice AI solution provider MiaRec has announced the release of its Advanced Contact Center Reporting solution.
The release makes MiaRec’s suite a holistic solution for improving agent performance and customer service while simultaneously fulfilling compliance requirements. Reports issued by the new solution provide real-time insights into factors and criteria such as average call time, number of calls handled, missed calls, abandoned calls, and calls with a specific call duration.
