CX

Customer Confidence, Trust in UKG Solutions Drive Strong Results for First-Quarter Fiscal 2024

Retrieved on: 
Friday, March 8, 2024

UKG , a leading provider of HR, payroll, workforce management, and culture solutions for all people, today provided a business update for the first quarter of fiscal 2024, ending December 31, 2023.

Key Points: 
  • UKG , a leading provider of HR, payroll, workforce management, and culture solutions for all people, today provided a business update for the first quarter of fiscal 2024, ending December 31, 2023.
  • “The first quarter was a celebration of our customers’ loyalty and ingenuity,” said Chris Todd, CEO at UKG.
  • “The momentum of customer migrations to modern UKG solutions continued, especially among our largest customers, and customer retention across the board continues to be strong.
  • These factors, along with a particularly strong quarter for both public sector and retail sales, combined to help surpass expectations for new contracts won by UKG.

NICE Expands Its Presence in Japan with Availability of CXone in Osaka

Retrieved on: 
Thursday, March 7, 2024

NICE (Nasdaq: NICE) today announced that it has launched a second CXone Cloud Region in Japan.

Key Points: 
  • NICE (Nasdaq: NICE) today announced that it has launched a second CXone Cloud Region in Japan.
  • NICE will provide a business continuity (BCP) service for CXone in Osaka, enhancing the overall resilience of CXone cloud infrastructure for Japanese customers.
  • The new Osaka business continuity offering is designed to enable CXone customers in Japan to be able to operate contact center services within Japan observing regulatory requirements, in the event of a natural disaster.
  • NICE’s continued investment in Japan represents the company’s focus on delivering consistent and secure CX AI technology to its customers in the region.”

CSG Premieres 2024 State of the Customer Experience Report; Small, Effortless Moments Win Audiences Over Epic Journeys

Retrieved on: 
Wednesday, March 6, 2024

CSG® (NASDAQ: CSGS), a leading SaaS platform company helping brands make ordinary customer and employee experiences extraordinary, today released The 2024 State of the Customer Experience Report .

Key Points: 
  • CSG® (NASDAQ: CSGS), a leading SaaS platform company helping brands make ordinary customer and employee experiences extraordinary, today released The 2024 State of the Customer Experience Report .
  • “As personalized, effortless and engaging customer experiences become table stakes, the traditional script that once guided CX strategies is being rewritten.
  • CSG tracked over 13 billion customer journey interactions in 2023 through its customer journey management platform, CSG Xponent .
  • CSG defines a customer journey interaction as an instance where an API triggers an action to be taken on a channel within the customer journey.

Monetate Listed as One of 13 Top Providers in Industry Analyst Report

Retrieved on: 
Wednesday, March 6, 2024

This report shows how each provider measures up and helps B2C marketing professionals select the right solution for their needs.

Key Points: 
  • This report shows how each provider measures up and helps B2C marketing professionals select the right solution for their needs.
  • Forrester recognized Monetate as a Contender and for optimizing eCommerce environments, achieving the highest score possible in the experience personalization criterion.
  • According to the report, most companies leverage multiple RTIM vendors rather than a single solution for their CX ecosystem, and Monetate offers a robust personalization engine for RTIM buyers focused on eCommerce optimization.
  • "Given our API-first infrastructure, we play well with other RTIM vendors, and are focused on enabling unforgettable customer experiences for organizations looking to maximize their CX investments.”
    To read the full report and see how we rank against other Real-Time Interaction Management vendors in the industry, download here .

SugarCRM Awarded Best Loyalty Management Platform in the 2024 CX Awards

Retrieved on: 
Wednesday, March 6, 2024

SugarCRM today announced it has been named “Best Loyalty Management Platform” in the 2024 CX Awards , recognized for its AI-driven sales automation platform that empowers organizations to form deeper connections with its customers, foster loyalty, and drive sustainable business growth.

Key Points: 
  • SugarCRM today announced it has been named “Best Loyalty Management Platform” in the 2024 CX Awards , recognized for its AI-driven sales automation platform that empowers organizations to form deeper connections with its customers, foster loyalty, and drive sustainable business growth.
  • The global awards program, organized by CX Today, has become the beacon of recognition for companies and professionals pushing the envelope in the CX technology sphere.
  • Winners, selected by a panel of 16 distinguished industry analysts and experts, were named at an awards ceremony on Feb. 29.
  • "SugarCRM's exceptional work in loyalty management has helped push the category forward, and we are thrilled to see the company’s accomplishments acknowledged at CX Awards 2024," said Charlie Mitchell, Senior Editor at CX Today and host of the awards.

PayIt Releases Annual Digital Government Adoption Index Report

Retrieved on: 
Wednesday, March 6, 2024

PayIt , the leader in digital customer experience solutions with integrated payments for state, local, and provincial governments, is pleased to announce the release of its annual Digital Government Adoption Index report.

Key Points: 
  • PayIt , the leader in digital customer experience solutions with integrated payments for state, local, and provincial governments, is pleased to announce the release of its annual Digital Government Adoption Index report.
  • “We found that government leaders are setting their sights on improving the digital experience to better drive adoption of digital channels.
  • We call this next wave of modernization ‘Government Customer Experience 2.0.’”
    Key insights from the study include:
    Expanded adoption of digital government is a priority.
  • Read the 2024 PayIt Digital Government Adoption Index for more.

ISG to Publish Report on Retail, Consumer Goods Services

Retrieved on: 
Tuesday, March 5, 2024

The study results will be published in a comprehensive ISG Provider Lens™ report, called Retail & CPG Services, scheduled to be released in August.

Key Points: 
  • The study results will be published in a comprehensive ISG Provider Lens™ report, called Retail & CPG Services, scheduled to be released in August.
  • The report will cover companies offering services for business transformation, digital innovation, platform modernization and managed services.
  • Managed Services, evaluating providers of services supporting outsourcing some or all of enterprises’ IT infrastructure management, operations, solutions development, user support and associated development.
  • A geographically focused report from the study will cover the retail/CPG market and examine products and services available in the U.S. ISG analyst Bruce Guptill will serve as author of the report.

iQor Leverages NICE CXone to Optimize CX in the Energy and Utility Sectors

Retrieved on: 
Tuesday, March 5, 2024

With a focus on customization, flexibility, and innovation, our partnership with NICE ensures that energy and utility companies meet these requirements while providing exceptional customer service, even during challenging circumstances.

Key Points: 
  • With a focus on customization, flexibility, and innovation, our partnership with NICE ensures that energy and utility companies meet these requirements while providing exceptional customer service, even during challenging circumstances.
  • This ease of doing business helps deliver more satisfying customer and agent interactions,” said iQor Chief Operating Officer Martin Lehtio.
  • Episode 85 of iQor’s Digitally Irresistible podcast features iQor Chief Digital Officer Prabhjot Singh and NICE Vice President of Product Marketing Andy Traba discussing how iQor leverages NICE CXone to augment human and operational excellence to deliver irresistible CX for brands.
  • Listen to the episode to discover how iQor uses CXone to provide seamless omnichannel interactions.

ISG to Publish Reports on Vertical Industry Analytics

Retrieved on: 
Monday, March 4, 2024

The study results will be published in a series of three global ISG Provider Lens™ reports: “Retail Analytics Services — Specialist Providers” is scheduled to be released in July 2024, “Supply Chain Analytics Services — Specialist Providers” in August 2024, and “Life Sciences and Healthcare Services — Specialist Providers” in September 2024.

Key Points: 
  • The study results will be published in a series of three global ISG Provider Lens™ reports: “Retail Analytics Services — Specialist Providers” is scheduled to be released in July 2024, “Supply Chain Analytics Services — Specialist Providers” in August 2024, and “Life Sciences and Healthcare Services — Specialist Providers” in September 2024.
  • The three industries ISG is studying all are seeking to leverage AI-driven analytics to achieve critical business outcomes.
  • ISG analyst Manav Sachdeva will serve as the principal author of the reports.
  • Companies not listed as analytics services providers for any of the three industries can contact ISG and ask to be included in the study.

Alorica Introduces ReVoLT – Breakthrough Technology Enabling Real-Time Voice Translation for 75 Languages and 200 Dialects, a Game Changer in Multilingual CX Delivery

Retrieved on: 
Monday, March 4, 2024

The services are enabled by an exclusive linguistic processing platform that applies AI to offer translation capabilities designed for multilingual CX across digital and voice channels.

Key Points: 
  • The services are enabled by an exclusive linguistic processing platform that applies AI to offer translation capabilities designed for multilingual CX across digital and voice channels.
  • ReVoLT removes these pain points by providing real-time, bi-directional voice translation in 75 languages.
  • The Alorica Clear solution suite eliminates friction in global CX delivery through:
    Real-Time Voice Translation – ReVoLT provides bi-directional voice translation, grammar correction and transcription for 75 languages and 200 dialects with high scalability and security.
  • Digital Translation – Supporting over 100 languages and dialects, agents can seamlessly deliver multilingual digital transactions via chat, email, and documents.