WEM

Calabrio Expands Presence in India with New Cloud Offering for Workforce Engagement Management

Retrieved on: 
Tuesday, February 27, 2024

Calabrio, a globally recognized leader in Workforce Engagement Management (WEM) solutions, has today announced a major expansion in India with the launch of its new cloud offering.

Key Points: 
  • Calabrio, a globally recognized leader in Workforce Engagement Management (WEM) solutions, has today announced a major expansion in India with the launch of its new cloud offering.
  • Building upon its strong foundation in India, Calabrio has supported local businesses for over 15 years and boasts a significant presence with over 100 employees in Noida, Uttar Pradesh.
  • Award-Winning WEM Solutions: Leveraging Calabrio’s acclaimed WEM solutions, Indian enterprises can now access cutting-edge tools for workforce management (WFM) and quality management (QM), enhancing operational efficiency and customer engagement.
  • Risk-Managed Cloud Journey: Organizations can embark on their cloud journey with a compliant and low-risk employee management solution, ensuring a smooth transition and robust performance.

Playvox Announces Partnership Integration with Five9 to Create Exceptional Experiences for Customers and Agents

Retrieved on: 
Tuesday, February 27, 2024

SUNNYVALE, Calif., Feb. 27, 2024 /PRNewswire/ -- Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced its partnership with Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform. Playvox's full Workforce Management (WFM) Solution is now available on the Five9 CX Marketplace, enabling businesses across all industries to easily integrate Playvox's intuitive and seamless technology with the Five9 Intelligent Cloud Contact Center.

Key Points: 
  • Playvox's full Workforce Management (WFM) Solution is now available on the Five9 CX Marketplace, enabling businesses across all industries to easily integrate Playvox's intuitive and seamless technology with the Five9 Intelligent Cloud Contact Center.
  • It provides digital engagement, analytics, workflow automation, and workforce optimization, combined with practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results.
  • "Playvox is proud to align with Five9 to bring its full suite of solutions, including its award-winning Workforce Management (WFM) solution to its shared and new customers," said Daniel Pagel, Chief Executive Officer, Playvox.
  • Now, this partnership allows them to access these solutions from the Five9 integrated marketplace."

Zendesk Completes Acquisition of Klaus

Retrieved on: 
Monday, February 12, 2024

SAN FRANCISCO, Feb. 12, 2024 /PRNewswire/ -- Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company's existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

Key Points: 
  • SAN FRANCISCO, Feb. 12, 2024 /PRNewswire/ -- Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform .
  • The acquisition of Klaus is the latest addition to the company's existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.
  • "We've been working with Zendesk for over eight years and Klaus for almost two years, so this acquisition is an exciting step towards creating an evermore streamlined process for our internal quality assessment," said Sophie Elgar, training and quality manager, Liberty London.
  • "Zendesk with Klaus demonstrates a unique ability to automatically provide quality assurance at all times," said Daniel Newman, CEO, The Futurum Group.

Enterprise Workforce Engagement Management WEM Platforms Experience Transformative Growth with AI Innovations - ResearchAndMarkets.com

Retrieved on: 
Wednesday, January 17, 2024

The "2023-2024 Enterprise Workforce Engagement Management Product and Market" report has been added to ResearchAndMarkets.com's offering.

Key Points: 
  • The "2023-2024 Enterprise Workforce Engagement Management Product and Market" report has been added to ResearchAndMarkets.com's offering.
  • The enterprise landscape is undergoing a significant transformation, spearheaded by the integration of Artificial Intelligence (AI) in Workforce Engagement Management (WEM) solutions.
  • A comprehensive new research publication examines the shifts and technological advancements in WEM platforms, crucial for elevating customer and employee experiences.
  • The 2023-2024 Enterprise Workforce Engagement Management Product and Market Report delves into the core functionalities of AI-driven WEM solutions which are redefining the contact center and customer service sectors.

Zendesk signs definitive agreement to acquire Klaus

Retrieved on: 
Monday, January 8, 2024

SAN FRANCISCO, Jan. 8, 2024 /PRNewswire/ -- Zendesk today announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization's efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty. 

Key Points: 
  • SAN FRANCISCO, Jan. 8, 2024 /PRNewswire/ -- Zendesk today announced it has signed a definitive agreement to acquire Klaus , the industry leading AI-powered quality management platform .
  • With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty.
  • "The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service."
  • "Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder, Klaus.

Enterprise Workforce Engagement Management Product Market Report 2023-2024: How AI is Transforming WEM Solutions and Extending their Value and Benefits

Retrieved on: 
Friday, January 5, 2024

DUBLIN, Jan. 4, 2024 /PRNewswire/ -- The "2023-2024 Enterprise Workforce Engagement Management Product and Market Report" has been added to ResearchAndMarkets.com's offering.

Key Points: 
  • DUBLIN, Jan. 4, 2024 /PRNewswire/ -- The "2023-2024 Enterprise Workforce Engagement Management Product and Market Report" has been added to ResearchAndMarkets.com's offering.
  • Artificial intelligence (AI) is influencing and changing how companies interact with their customers and employees.
  • While we're still in the initial stages of applying AI, it's already demonstrating its contributions to improving the customer and employee experience (CX and EX).
  • The 2023-2024 Enterprise Workforce Engagement Management Product and Market Report analyzes 5 leading and contending vendors who are positioned to deliver the WEM platform of the future: Calabrio, Five9, NICE, OnviSource, and Verint.

NICE Advances AI-Driven Customer Experience with 2023 CXone Fall Release

Retrieved on: 
Wednesday, December 20, 2023

NICE (Nasdaq: NICE) today announced the launch of the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.

Key Points: 
  • NICE (Nasdaq: NICE) today announced the launch of the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.
  • CXone AutoSummary combines Enlighten ’s industry-specific CX AI models with LLMs to help CX organizations save time and cost and improve agent performance.
  • “The latest CXone release allows them to modernize their CX infrastructure and augment their service offerings.
  • This is one of the reasons that NICE and CXone rated highly in Opus Research’s competitive analyses.”

Genesys Cloud Reaches Nearly $1.3 Billion Annual Recurring Revenue in Third Quarter of Fiscal Year 2024

Retrieved on: 
Thursday, December 14, 2023

The Genesys Cloud™ platform ended the period with nearly $1.3 billion annual recurring revenue (ARR)i, growing approximately 50% year-over-year.

Key Points: 
  • The Genesys Cloud™ platform ended the period with nearly $1.3 billion annual recurring revenue (ARR)i, growing approximately 50% year-over-year.
  • As a result, more than 40% of total Genesys revenue during the quarter came from outside of North America.
  • Adoption of Genesys AI rapidly accelerated throughout the quarter, highlighted by the growth of Genesys Cloud Native Bots with usage for digital bots up nearly 4X and voicebots up nearly 5X year-over-year.
  • In addition, the number of digital interactions on the Genesys Cloud platform maintained an upward trajectory, growing nearly 3X year-over-year.

SANDSIV appoints Jim Davies to its Advisory Board to elevate its Customer Experience strategy

Retrieved on: 
Wednesday, November 29, 2023

LONDON, Nov. 29, 2023 /PRNewswire/ -- SANDSIV, a renowned global vendor in AI-driven technology for Voice of the Customer (VOC) and Customer Experience Management (CXM) enterprise solutions, has announced the addition of Jim Davies to its Advisory Board (AB). This collaboration marks a significant stride in defining the company's strategic direction and advancing its reach into both established and emerging markets, reaffirming SANDSIV's global standing in Customer Experience (CX) innovation.

Key Points: 
  • This collaboration marks a significant stride in defining the company's strategic direction and advancing its reach into both established and emerging markets, reaffirming SANDSIV's global standing in Customer Experience (CX) innovation.
  • With over 22 years of experience as a VP Analyst at Gartner, Jim Davies brings expertise in Voice of the Customer (VoC), contact center workforce optimization (WFO), and workforce engagement management (WEM) markets.
  • Jim Davies commented, "After more than two decades of navigating the ever-evolving customer experience realm and witnessing the daily hurdles faced by businesses, particularly in terms of technology solutions, my decision to join the SANDSIV advisory board is fueled by their refreshing innovative spirit.
  • In addition to Davies, SANDSIV has also announced Jorge Martinez-Arroyo's inclusion on its Advisory Board, founder of Spain's Asociación DEC, the world's first corporate Customer Experience association.

SANDSIV Introduces Esteemed Advisory Board

Retrieved on: 
Wednesday, November 29, 2023

ZURICH, Nov. 29, 2023 /PRNewswire/ -- SANDSIV, a renowned global vendor in AI-driven technology for Voice of the Customer (VOC) and Customer Experience Management (CXM) enterprise solutions, proudly announces the establishment of a distinguished Advisory Board (AB). This marks a significant stride in defining the company's strategic direction and advancing its reach into both established and emerging markets, reaffirming SANDSIV's global standing in CX innovation.

Key Points: 
  • ZURICH, Nov. 29, 2023 /PRNewswire/ -- SANDSIV , a renowned global vendor in AI-driven technology for Voice of the Customer (VOC) and Customer Experience Management (CXM) enterprise solutions, proudly announces the establishment of a distinguished Advisory Board (AB).
  • Frank Warnsing, Co-founder of SANDSIV and Head of Alliances, remarks: "In our relentless pursuit of innovation within the Customer Experience domain, SANDSIV achieves another significant milestone by forming our Advisory Board.
  • "After more than two decades of navigating the ever-evolving customer experience realm and witnessing the daily hurdles faced by businesses, particularly in terms of technology solutions, my decision to join the SANDSIV advisory board is fueled by their refreshing innovative spirit.
  • For more information on sandsiv+ innovative software solution and the insights of our Advisory Board, contact us today: https://sandsiv.com/contact/