From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!
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-powered messaging and collaboration tools allowing companies to build up profiles of website visitors, and contact them based on rules created using Puzzel’s Proactive Rule Engine.
Adobe Acquires ContentCal
Adobe has agreed to acquire ContentCal, the social media and content planning tool.
Equipped with social listening functionality, ContentCal scans multiple social platforms, sifting mentions and messages relating to the company into a single inbox. There, CX teams can assess the VoC, filter feedback, and uncover emerging trends.
Quiq Integrates with Microsoft to Boost Digital Messaging
Conversational AI platform Quiq has integrated with Microsoft Dynamic 365 to enable Dynamics 365 customers to identify leads and customer tickets directly from digital conversations.
The integration will make it possible for Dynamics 365 customers to access Quiq’s full suite of supported messaging channels, and these include SMS/text, Apple Business Chat, Google Business Messages, WhatsApp, Instagram and more.
Northumbrian Water Group Creates an AI Model to Predict CSAT
Working with data specialist Aiimi, Northumbrian Water Group has developed an innovative solution that delivers automatic, data-driven CSAT insights. These will inform future CX transformation projects.
After a three-year development phase, the model now enables Northumbrian Water to understand where pain points lie within customer journeys. The company may then proactively address these frictions and, over time, develop effortless customer experiences.
Empirix Launches a Solution to Monitor IVR Experiences
Empirix has announced the release of Hammer Voice Explorer, a solution that allows cloud contact centres to test and monitor IVR performance.
Such a capability enables contact centres to nip emerging IVR issues in the bud, limiting their impact on the customer service experience. The tool also reduces IVR development time by as much as 80%.
