September 13, 2021 – During this year’s Zoomtopia, Zoom announced it is launching Zoom Video Engagement Center (VEC), a cloud-based solution that helps companies deliver better customer experiences....
We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for sales, support, or customer service. Zoom’s Video Engagement Center (VEC), announced Monday at Zoomtopia, will address requests from...
Talkdesk is somewhat an anomaly. Engineer Tiago Paiva, who founded the company 10 years ago after winning a hackathon for a prototype he created, remains at the helm. Despite its $10 billion valuation, the company still embraces an entrepreneurial, turn-on-the-dime innovative spirit. Though big changes are...
August 11, 2021 – NICE announced plans to acquire GoMoxie, a customer engagement platform provider that offers chat, self-service knowledge bases, email outreach, and proactive engagement products....
As business leaders plan for permanent and often hybrid workplace options for their employees moving forward, there is a corresponding issue to address: What technology kits do they need, based on their workstyles, responsibilities, and locations to ensure optimal employee productivity and satisfaction? Many organizations already...
Companies that do not have a Voice of the Customer (VoC) program in place are doing themselves a disservice. Without analysis of the customers’ perspective, how can organizations evaluate their customer experience (CX) strategies and improve upon them?...
As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only 12% of companies plan to fully return to the office following the pandemic (most will...
In the past year, 55% of organizations added Workforce Optimization (WFO) applications to their portfolios, and 79% specifically cite workforce management tools as essential to helping them manage remote teams during the COVID-19 pandemic, according to Metrigy’s CX and Workforce Optimization: 2021-22 research study of...
July 18, 2021 – Zoom Video Communications announced plans to enter the Customer Experience (CX) space full-force by acquiring Five9 for an all-stock transaction valued at $14.7 billion....
As IT leaders re-evaluate their technology architectures in light of the permanent shift to a hybrid work-from-home environment, new complexities and concerns arise. Adopting a “Bring Your Own Carrier” (BYOC) approach can address many of these issues....
As employees moved to home offices in 2020 as a result of the COVID-19 pandemic, IT and business leaders began re-evaluating everything—from processes to technologies to costs. The dramatic change in work location for most served as a catalyst for digital transformation projects designed to...
June 15, 2021 – Talkdesk announced Talkdesk Retail Smart, a solution for retailers that provides automated and secure self-service options for customers, leaving live agents to focus on higher-touch, revenue-generating interactions....