Pypestream ‘Customer Engagement Center’ On AWS Automates All Customer Interactions, Reduces Significant Volume To Call Centers And Escalates…

Top Brands like ADT, Gillette, Royal Caribbean, Sling TV, and TriWest Go Digital with Pypestream’s Conversational AI Platform Consumers have gone “all-digital” at an accelerated pace. They communicate through text, buy products in apps, and manage their accounts online. Entire industries are transforming how they engage with customers for this very reason, and brands are racing towards digital automation to meet these on-demand customer needs. Pypestream is at the forefront of this race, and today the company is…

Twilio’s Annual State of Customer Engagement Report Finds Digital Engagement Is Key to Business Survival in a Post-Pandemic World

96% of enterprises report failing to digitize customer engagement would have negatively impacted their business 95% expect to increase or maintain their investment in digital customer engagement after the pandemic Comcast, Delta Air Lines, Norwegian Refugee Council recognized for building innovative ways to stay connected with their customers and communities during COVID-19 Twilio, the leading cloud communications platform, released its second annual State of Customer Engagement Report. Combining insight from the Twilio…

Vonage Partners with VoiceSage to Help Businesses Transform Customer Engagement with Rich Media Messaging

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, is partnering with VoiceSage, a global proactive communications provider based in Ireland, UK, Spain and Dubai, to enable companies to transform their customer experiences through enhanced messaging powered by Vonage. “VoiceSage provides businesses with fast, reliable and cost-effective ways of keeping in touch with their customers and staff” The VoiceSage Rich Media Messaging (RMM) solution is a messaging…

Order Management Integration, Omni-Channel Capabilities and Flexible Fulfillment Top POS and Customer Engagement Priorities in 2021,…

85% of Retailers Indicate Growing and Enhancing Digital Commerce as Top Business Priority for 2021 According to the recent Retail Consulting Partners (RCP) POS & Customer Engagement Survey, 85% of retailers have ranked growing and enhancing digital commerce as their top business priority in 2021. No big surprise, given the explosive growth in online transactions in 2020, but digital is only part of the experience as customers still expect a seamless, anywhere, anytime, anyhow experience across all channels. The store…

8×8 Awarded NASPO State of Washington Contract, Allowing Public Sector Agencies to Move Employee and Customer Engagement to the Cloud

SLED Government Agencies in the US Recognizing the Need for Integrated Cloud Contact Center and Communications 8x8, Inc., a leading integrated cloud communications platform, today announced the State of Washington has signed a Participating Addendum with 8x8 under the NASPO ValuePoint Cloud Solutions contract. Effective immediately, state, local and education (SLED) government agencies in Washington can, in accordance with the requirements of Washington’s Participating Addendum, purchase the 8x8 integrated cloud contact…

New Research Shows Only Half of Organizations Worldwide Say They Are Well Prepared to Support Customer Engagement in the COVID Era and…

A Troubling Engagement Capacity Gap Has Emerged, and 82 Percent Believe Challenges to Manage Customer Engagement Will Only Increase This Year On the heels of massive digital disruption and now, a year into the global pandemic, only 50 percent of business leaders say they are well prepared to support customer engagement priorities moving forward, and 82 percent say the challenges of managing customer engagement will only increase in 2021. What’s more, only 54 percent of leaders consider their organizations well prepared to…

How Video Can Revitalize Customer Engagement

It’s been challenging for businesses to remain relevant over the past year, with much of the economy on hold and consumers sticking close to home. Companies have tried to engage customers with emails declaring, “We’re here for you!” but that message quickly grew old. Consumers want more than an inbox full of empty assurances. With 2020 finally over and 2021 offering a fresh start, it’s a good time for brands to reconnect with their customer base. Here are key trends that are likely to gain momentum in the year ahead. Also…

MatchCraft Leverages Yelp to Offer Expanded Customer Engagement Opportunities for Local Businesses

Creator of leading digital ad platform, AdVantage™, releases new feature for creating and managing Yelp Ads MatchCraft, the leading platform for selling and managing digital marketing campaigns at scale, recently introduced its latest integration: Yelp Ads. By partnering with Yelp Inc., the company that connects people with great local businesses, we're able to bring this new offering to clients to serve as an additional traffic source for local business advertisers to reach customers. Marketing Technology News: Winter…

Pidj.co Launches with Business Text Messaging Platform for Marketing & Customer Engagement

Automated and Two-way SMS/MMS Solution Available Online or Through Indirect and White-label Partners Pidj.co, a nationwide provider of business texting services, announced its official launch and the availability of its flagship messaging, marketing and customer engagement platform, which enables businesses to use their existing business phone numbers to connect with customers instantly via automated and two-way text messages on their mobile devices. Pidj.co is the latest venture for communications industry veterans…

Airship Unveils Real-Time, Bi-Directional Integration of its Customer Engagement Platform with Adobe Experience Platform

Customer engagement company Airship unveiled its real-time, bi-directional integration with Adobe Experience Platform. The pre-built integration enables marketers to easily enrich customer profiles in Adobe Experience Platform in real-time with Airship’s mobile behavioral data, as well as ingest Adobe’s profile attributes and instant segment updates for more personalized experiences across Airship’s mobile and cross-channel journeys — driving higher conversion rates and more valuable customer relationships. Hear one…

Verint Celebrates ‘Day One’ as a Company Focused on Enabling Brands to Achieve Boundless Customer Engagement Following Completion of Cognyte…

Customer Engagement Cloud Platform Connects Work, Data and Experiences Across the Enterprise Verint Systems Inc., the Customer Engagement Company, announced that it has completed the spin-off of Cognyte Software Ltd. The milestone marks the start of Verint’s journey as a pure-play customer engagement vendor with an exclusive focus and extensive resources – including over 4,500 professionals worldwide – dedicated to helping organizations provide boundless customer engagement. Cognyte will begin “regular way” trading on…

How Video Can Revitalize Customer Engagement

It’s been challenging for businesses to remain relevant over the past year, with much of the economy on hold and consumers sticking close to home. Companies have tried to engage customers with emails declaring, “We’re here for you!” but that message quickly grew old. Consumers want more than an inbox full of empty assurances. With 2020 finally over and 2021 offering a fresh start, it’s a good time for brands to reconnect with their customer base. Here are key trends that are likely to gain momentum in the year ahead.…

Red Box and Medallia Partner to Help Companies Understand the Impact of Every Customer Engagement Taking Place Across the Enterprise in…

Medallia, Inc., the global leader in experience management and engagement, announced a strategic integration with Red Box Conversa, a leading platform for voice capture. The partnership will empower enterprise organizations to understand and optimize the customer experience and to drive operational efficiencies at scale through real-time analysis of high-quality audio and media data sets captured by Conversa and transcribed by Medallia. Marketing Technology News: Sprinklr and Twitter Deliver the 2021 Customer Care Report…

TeamViewer Acquires Customer Engagement Innovator Xaleon

TeamViewer, a leading global provider of secure remote connectivity solutions and workplace digitalization technology,  announced its acquisition of Xaleon, an Austrian start-up and leading provider of customer engagement software. Xaleon's core product is a co-browsing technology that enables an advanced form of GDPR-compliant screensharing in web sessions without installation and transfer of user data. Around co-browsing, Xaleon has built an entire software suite to enable a secure digital end-to-end customer engagement…

Merkle 2021 Customer Engagement Report Focuses on Data-Driven Conversations in the Cookieless World

Comprehensive survey explores how businesses are preparing for industry changes ahead Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, released its 2021 Customer Engagement Report (CER) of 2021. The report explores data-driven conversations that focus on how businesses are responding to changes in key aspects of customer engagement, including the death of third-party cookies, new strategies required for data and identity, and digital and offline experiences. Merkle surveyed…

maaiiconnect Adds Whatsapp and Wechat Integration to Its Customer Engagement Platform

Making it easier than ever for businesses to communicate maaiiconnect, a leading customer engagement platform, now allows businesses to have conversations with customers over WhatsApp and WeChat directly from its dashboard. The integration of WhatsApp Business and WeChat Official Accounts represents a massive upgrade in maaiiconnect's omnichannel messaging capabilities, enabling users to tap into WhatsApp's unrivalled global reach and WeChat's Chinese social media dominance. Along with integration to Facebook Messenger,…

Verint Expands Customer Engagement Market Leadership in Asia Pacific

Frost & Sullivan Ranks Verint First in APAC Market Share for Cloud and On-Premises Workforce Management, Quality Monitoring, and Analytics; Firm Names Verint Contact Centre Optimization Solution of the Year Verint Systems Inc., The Customer Engagement Company, announced that it has once again been confirmed as the leading Contact Centre Workforce Management (WFM), Quality Monitoring (QM) and Analytics vendor in the APAC region, according to a recent APAC market share report from Frost & Sullivan. In addition, the…

Hootsuite Acquires Leading Digital Customer Engagement Platform, Sparkcentral

Sparkcentral brings advanced customer care conversations to the Hootsuite platform for a unified customer journey Hootsuite announced its acquisition of Sparkcentral, a leading SaaS provider enabling the future of digital customer engagement through 1:1 conversational messaging channels including Instagram, Facebook Messenger, Twitter, WhatsApp, WeChat, SMS, and Chat. Based in Hasselt, Belgium, and New York City, Sparkcentral is a best-in-class social and digital customer care platform, with deep integrations into the…

How D2C Brand Wakefit.co Transforms its MultiChannel Customer Engagement Strategy

Customer experience is key in the D2C industry, and for those that deliver a superior, seamless experience to their users, the rewards are clear. The D2C brands market could be worth $100 billion in the next 5-7 years, according to a report from investment banking firm Avendus Capital. Post-Covid outbreak, the D2C model, is seeing more takers and is being looked at as the future of Indian retail, especially when the consumer is getting more and more comfortable with shopping and exploring online. Wakefit.co, India's leading…

Genesys Launches the Future of Digital Customer Engagement

New Genesys Digital business unit led by Barry O'Sullivan builds on the company's leadership in customer experience and AI Genesys, a global leader in cloud customer experience and contact center solutions, announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers' ever-changing needs in the digital landscape. Consumers' lives are increasingly digital, blurring the lines between marketing, sales and service for brands. Businesses are recognizing the…