Genesys

Alorica Positioned as a Leader in the 2023 Everest Group Customer Experience Management Services PEAK Matrix® Americas Assessment for Second Consecutive Year

Retrieved on: 
Wednesday, October 4, 2023
Software, Other Communications, Internet, Marketing, Artificial Intelligence, Data Management, Communications, Technology, Insurance, Inc., Broadridge Financial Solutions, Travel, CallMiner, Customer experience, Risk management, CX, Microsoft, PEAK, Public sector, Investment, CXM, AI, BFSI, AR, Automation, Retail, UiPath, Genesys, Theretra alorica

Alorica Inc. , an award-winning , global provider of next-generation customer experience (CX) solutions, has been named a Leader for the second consecutive year in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Americas Assessment 2023.

Key Points: 
  • Alorica Inc. , an award-winning , global provider of next-generation customer experience (CX) solutions, has been named a Leader for the second consecutive year in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Americas Assessment 2023.
  • “Recognition as a CXM Services Leader by Everest Group for the second year in a row underscores Alorica’s investments in building a best-in-class team and designing innovative technologies and services to lead the industry forward,” stated Greg Haller, Alorica’s CEO.
  • For the Americas assessment, providers were evaluated based on technology capabilities/functionality, talent resources, market success/impact, and cost.
  • This all has enabled it to be recognized as a Leader in Everest Group's Customer Experience Management (CXM) Americas – PEAK Matrix® Assessment 2023.”

IntelePeer Welcomes Marc Loney as Vice President of New Logo Sales

Retrieved on: 
Thursday, September 28, 2023
Apps, Applications, Mobile, Wireless, Technology, Security, Software, Networks, Internet, Hardware, Data Management, Artificial Intelligence, Global Accounting Alliance, Marketing, Nimble Storage, California State University, IntelePeer, Genesys, Acquisition, Machine learning, CRM, SAP Ariba, Region, Automation, Sales, AI

IntelePeer , a leading provider of AI-powered communications automation solutions, today announced the appointment of Marc Loney as Vice President, New Logo Sales.

Key Points: 
  • IntelePeer , a leading provider of AI-powered communications automation solutions, today announced the appointment of Marc Loney as Vice President, New Logo Sales.
  • In the position, Loney will also oversee and manage the sales team to meet or exceed sales revenue and booking targets and will contribute to the overall profitability of IntelePeer.
  • “We could not be happier to have an experienced sales leader like Marc join the IntelePeer team to grow our generative AI and automation outreach,” said IntelePeer CEO Frank Fawzi.
  • Additionally, as Regional Vice President of Sales at SAP Ariba, Loney led the region to become the top performer in SAP’s cloud business unit.

EvaluAgent Welcomes SaaS Industry Leader Paul Weber to its Board of Directors

Retrieved on: 
Wednesday, September 27, 2023
Nice, IBM, Software as a service, IPO, Interactive Intelligence, City centre, General partnership, Organization, Genesys, Acquisition, Fortune 500, QA, CRM, Artificial intelligence, Growth, Management, Capacity

MIDDLESBROUGH, England, Sept. 27, 2023 /PRNewswire-PRWeb/ -- EvaluAgent, a leader in contact center quality assurance and performance improvement software, announced today that it has added SaaS industry veteran Paul Weber to its Board of Directors.

Key Points: 
  • MIDDLESBROUGH, England, Sept. 27, 2023 /PRNewswire-PRWeb/ -- EvaluAgent , a leader in contact center quality assurance and performance improvement software, announced today that it has added SaaS industry veteran Paul Weber to its Board of Directors.
  • "Paul Weber is joining EvaluAgent's board at a pivotal moment in the company's growth trajectory, as we prepare to execute on our global expansion strategy," said Jaime Scott, CEO and Co-founder, EvaluAgent.
  • "Paul is joining EvaluAgent's board at a pivotal moment in the company's growth trajectory, as we prepare to execute on our global expansion strategy," said Jaime Scott, CEO and Co-founder, EvaluAgent.
  • "Our team will benefit enormously from his tremendous experience scaling global go-to-market teams for other successful Contact Center software providers.

Global Contact Center As A Service (CCaaS) Market Report 2023: A $17.12 Billion Industry by 2030 - Surging Demand for Customer Collaboration Solutions in CCaaS

Retrieved on: 
Tuesday, September 26, 2023
Cortex, Cloud, Workforce, Elasticity, Convenience, Contact center telephony, Partnership, Marketing, Integration, CCAA women's basketball tournament, COVID-19, BT, USD, Organization, Genesys, Business intelligence, City centre, Google Cloud, Growth, AI, Infosys, Support, Renewable energy, Retail

In a bid to expand global reach and capabilities, many CCaaS providers are entering strategic partnerships.

Key Points: 
  • In a bid to expand global reach and capabilities, many CCaaS providers are entering strategic partnerships.
  • This partnership aims to facilitate the complete digital transformation of workplaces by offering a comprehensive range of contact center solutions that integrate seamlessly with existing systems.
  • As CCaaS solutions manage extensive consumer data, including critical financial information, they are potential targets for cyberattacks, which could hinder market expansion.
  • The emphasis on customer service quality and operational efficiency is expected to keep driving the market forward.

Asia Pacific Takes Center Stage in A2P Messaging Growth: Rapid Rise in Mobile Subscribers Drives Market Expansion - ResearchAndMarkets.com

Retrieved on: 
Tuesday, September 19, 2023
Technology, Software, Mobile, Wireless, Cloud, Component, Communication, Travel, AT, Health, AT&T, COVID-19, Vertical, Orange S.A., Firebase Cloud Messaging, Tata Communications, Ascendancy, Genesys, Mobile app, Application, CRM, Growth, National Air Traffic Controllers Association, BFSI, Asia-Pacific Telecommunity band plan, API, China Mobile, Mobile phone

A2P messaging, known as Application-to-Person messaging, plays a pivotal role in facilitating businesses' direct and efficient interactions with their clientele.

Key Points: 
  • A2P messaging, known as Application-to-Person messaging, plays a pivotal role in facilitating businesses' direct and efficient interactions with their clientele.
  • Integrating A2P messaging APIs into mobile apps empowers companies to streamline their operations by delivering automated messages, authentication codes, and transactional notifications seamlessly.
  • Large Enterprise Utilization: Large enterprises led the market in 2022, leveraging A2P messaging services for delivering tailored messages based on customer behavior analysis.
  • Asia Pacific's Rapid Rise: Anticipated as the fastest-growing region, Asia Pacific is expected to register the highest CAGR over the forecast period, driven by a rising population and an increased number of mobile subscribers.

Spotlight on Customer Experience Drives Firms to CCaaS

Retrieved on: 
Tuesday, September 19, 2023
Mobile, Wireless, Technology, Payments, Consulting, Professional Services, Software, Networks, Internet, Data Management, Artificial Intelligence, ISG, Research report, CCAA/Curling Canada College Curling Championships, Odigo Messenger, CX, ML, Human, Research, Amazon Web Services, Organization, Tata Communications, City centre, Risk, AI, Avaya, Content Guru, NICE, Social media, Automation, Retail, Sales, Customer service, Service, Genesys

At the same time, CX and overall customer satisfaction with enterprise contact channels have become key metrics of enterprise performance, even affecting company valuations.

Key Points: 
  • At the same time, CX and overall customer satisfaction with enterprise contact channels have become key metrics of enterprise performance, even affecting company valuations.
  • “Adopting CCaaS is a critical and foundational step within the digital transformation of the contact center,” said Wayne Butterfield, ISG partner, digital solutions.
  • Most companies already employ content moderation, and breakthroughs in analytics now allow them to measure and predict customer sentiment.
  • The report also explores other CCaaS trends, including the growing importance of business continuity and an increasing focus on agent experience as a driver of high-quality outcomes.

8x8 Appoints Contact Center and Growth Marketing Leader Bruno Bertini as Chief Marketing Officer

Retrieved on: 
Monday, September 18, 2023
Software, Technology, Data Management, Employment, RSU, Compensated emancipation, Bertini, 8x8, Multimedia, CMO, Marketing, Organization, Genesys, Investment, EGHT, Growth, Ecosystem, Security (finance), Leyland Royal Tiger PSU, Sales, Management, Partnership

8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the appointment of contact center and growth marketing leader Bruno Bertini as Chief Marketing Officer (CMO).

Key Points: 
  • 8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the appointment of contact center and growth marketing leader Bruno Bertini as Chief Marketing Officer (CMO).
  • View the full release here: https://www.businesswire.com/news/home/20230918409419/en/
    8x8 Appoints Bruno Bertini as CMO (Photo: Business Wire)
    Bertini is a recognized technology marketing executive with over 15 years of experience in the contact center and customer experience industry.
  • He most recently served as Global Vice President of Demand Generation and Growth Marketing at Freshworks, where he was responsible for driving market expansion and revenue growth.
  • Bertini will partner with Chief Revenue Officer, Lisa Martin, to build out a world class go-to-market program that drives strategic growth.

Modivcare Announces Successful Implementation of AI Automated Omnichannel Cloud Solution to Improve NEMT Member Experience

Retrieved on: 
Monday, September 18, 2023
Software, Networks, General Health, Internet, Data Management, Technology, Artificial Intelligence, Health Technology, Health Insurance, Biotechnology, Practice Management, Health, Cloud, Communication, Inc., ModivCare, Human, Organization, Genesys, Patient, Machine learning, AI, Transport, SMS, Automation, Video game, Medical device

By integrating Genesys’ advanced cloud-based contact center technology into its member care centers, Modivcare is poised to set a new standard in the NEMT industry for member engagement and satisfaction.

Key Points: 
  • By integrating Genesys’ advanced cloud-based contact center technology into its member care centers, Modivcare is poised to set a new standard in the NEMT industry for member engagement and satisfaction.
  • Key highlights of the Genesys Cloud CX implementation includes:
    Improved Member Engagement: members can now reach Modivcare seamlessly through their preferred communication channel including phone, email, chat, and SMS.
  • Scalability: Genesys’ cloud infrastructure equips Modivcare to handle increased member insights through member interactions, enabling continuous improvement through our services, which contributes to better health outcomes.
  • Enhanced Security Measures: protecting member data is paramount and the Genesys cloud solution prioritizes data security and compliance, ensuring that member information remains safeguarded at all times.

Northern Trust Announces Inaugural Philanthropy Award

Retrieved on: 
Thursday, September 14, 2023
Professional Services, Philanthropy, Finance, Foundation, Asset Management, Banking, Anchor, Trust, Art Institute, Student, Genesys, Work, Metropolitan Family Services, Knowledge, Growth, Ageing, Food security, Field Museum of Natural History, Pharmaceutical industry, Management, Nursing, Northern Trust, Metro Chicago

Northern Trust announced today the inaugural Northern Trust Anchor Award, which will grant up to $1 million to one Chicago-based, innovative nonprofit organization to accelerate its growth and positive impact.

Key Points: 
  • Northern Trust announced today the inaugural Northern Trust Anchor Award, which will grant up to $1 million to one Chicago-based, innovative nonprofit organization to accelerate its growth and positive impact.
  • The Anchor Award is a new facet to Northern Trust’s nearly 135-year history of ongoing philanthropic support.
  • “Northern Trust is committed to creating better financial futures for the communities where we live and work,” Chairman and Chief Executive Officer Michael O’Grady said.
  • “The Anchor Award continues our legacy of elevating change-making organizations.”
    Northern Trust has a long history of groundbreaking philanthropic support.

ibex and Genesys Partner to Deliver Omnichannel AI-enabled Customer Experience and Contact Center Solutions

Retrieved on: 
Thursday, September 14, 2023
Cloud, Partnership, API, CX, Organization, Genesys, Trust, EX, BPO, Ibex, AI, Empathy, SVP, Automation, Sales, Video game

WASHINGTON, Sept. 14, 2023 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and customer engagement technology solutions, today announced a partnership with Genesys® , a global cloud leader in AI-powered experience orchestration, to offer next-generation omnichannel customer experience (CX) and contact center solutions.

Key Points: 
  • WASHINGTON, Sept. 14, 2023 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and customer engagement technology solutions, today announced a partnership with Genesys® , a global cloud leader in AI-powered experience orchestration, to offer next-generation omnichannel customer experience (CX) and contact center solutions.
  • This collaboration will enable both companies to enhance and expand their CX and contact center offerings.
  • ibex’s award-winning Wave X technology platform will integrate with Genesys Cloud CX® , an all-in-one, composable contact center as a service and employee experience solution, to deliver expanded services and capabilities to enterprise clients.
  • Wave X delivers a complete CX performance solution set, designed for the contact center, by the contact center experts.