The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with Salesforce. At nearly the same t...
Blog tagged as Call Center
The great CCaaS Meltdown: What It Means for Customers and CX
08.28.25 5:56 PM - Comment(s)
Together, Zoom and Five9 shape a new market
07.23.21 3:15 PM - Comment(s)
The News
On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7 billion.
According to the press release “the acquisition is expected to help enhance Zoom’s presence with enterprise customers ...
How to create customer experience with blade technology
04.06.21 8:54 AM - Comment(s)
Starting with the concept of blades we went across a number of different topics related to customer experience with our guest Denis Seynhaeve.
Denis is the CEO of 3CLogic, a company that is dedicated to 'pluggable' contact centers in the cloud, helping organizations to provide good customer...
Customer Service in a World of Ambient Computing - The Service Center View
08.11.17 9:51 AM - Comment(s)
A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from a customer’s point of view. In it I described how I see customer service getting humanized again by leveraging the advances in AI technologies like Natural Language...
Salesforce Aims At Making Life Easier For Agents
08.01.17 9:28 AM - Comment(s)
On July 27, 2017 Salesforce announced the availability of an update to their customer service platform Service Cloud. According to Keith Pearce, VP Marketing, Service Cloud, differentiation in customer service is no more a topic within industries, but across industries. Today, customer service in co...
