Genesys Announces Plan to Acquire Bold360 Later This Year
Genesys’ proposed acquisition of Bold360 from LogMeIn will advance Genesys‘ Experience as a Service vision. Bold360 is known for its leading digital capabilities, including its conversational AI, dynamic knowledge base and intuitive agent experience.
Tony Bates, CEO and chair, said: “The overwhelming positive market reaction to Experience as a Service reflects how eager companies are to constantly innovate how they engage their customers with empathy.
“Many realise they’re missing an opportunity to establish more human-level connections with their customers across every engagement on any channel. With Bold360, we’re aiming to transform digital into rich, dynamic personalised experiences companies and their customers will love.”
By uniting Bold360’s complementary capabilities with the Genesys AI and data platform and partner ecosystem, Genesys will enable companies to deliver experiences that are fluid, context-based and personalised across any part of their business or channel.
BT Adopted NICE Solutions as the Standard for CX Operations
BT currently uses several solutions in the NICE portfolio, including RPA and WFO, and is standardising on NICE for customer service across its consumer and enterprise lines of business.
The NICE solutions play a pivotal role in enabling the communications provider to efficiently manage and reduce escalations, boost first call resolution (FCR) and improve their brand net promoter score (NPS).
John O’Hara, President, NICE EMEA, said: “We are excited to strengthen our partnership of over a decade with BT.
“NICE stands ready to support BT in transforming experiences and ensuring exceptional service quality, especially in today’s environment where customer service is more critical than ever.”
Talkdesk and Alorica to Deploy Next Generation of CX
The partnership brings together Talkdesk’s cloud-based contact centre platform with Alorica’s award-winning operational execution and best-in-class workforce, providing clients with a complete solution to build customer satisfaction, loyalty and long-term value through a scalable, cost-efficient and secure implementation.
Tiago Paiva, chief executive officer, Talkdesk, said: “Talkdesk is passionate about driving the contact centre industry forward with innovative solutions, providing companies with the solutions and flexible consumption-based pricing options they need to set themselves apart from their competition.
“The customer-first philosophy shared by Alorica and Talkdesk helps enterprises around the world build brand trust and loyalty by delivering exceptional customer interactions.”
Puzzel’s Research Reveals CX Industry at a Turning Point
The CCMA’s Evolution of the Contact Centre research initiative with the leading Contact Centre as a Service (CCaaS) provider documented a list of findings that show not only the state of play for CX has changed, but trends emerging from COVID-19 challenges. These were our collective resilience has been challenged, we need workspaces that work, balancing needs is harder than ever, no one size fits all and technology has so much more to give.
Jonathan Allan, CMO at Puzzel, said: “This research programme has been fascinating. It has bravely explored the real issues that the contact centre industry is facing and has made sense of these challenges in order to support contact centre leaders as they advance through 2021.
“Contact centres have shown extraordinary resilience over the past 12 months. They have become a critically important touchpoint for their brands and are juggling more responsibilities than ever before. Contact centres have a lot to look forward to in 2021, and I’m looking forward to seeing how the landscape evolves next year and beyond.”
Finding the Right Balance in the Digital CX World
Enghouse Interactive penned us a brilliant guest blog that shone a light on the importance of striking the right balance in digital CX. Jeremy Payne, International VP Marketing & Alliances, told us there are many pitfalls in the so-called digital by default mindset when it comes to CX. He said: “Often, they try to migrate their customer interaction channels to digital in one fell swoop. It is an approach that will never work. Some products and services lend themselves to being sold digitally and some do not, while some customers want to interact digitally, and some prefer a traditional phone or even a face-to-face meeting.”
