Genesys

Companies around the world are expecting to apply artificial intelligence (AI) within their companies in the next few years but are lagging in discussions of the ethics around it, research

While bots are often cited as a reason for poor customer service, new research from Genesys finds many U.K. consumers do not rank them high on their list of frustrations. In fact,

A long legacy of excellent customer service means nothing when the level of service begins to decline. Even the smallest lapse can cause loyal customers to take their business elsewhere.

MicroStrategy® Incorporated, a worldwide provider of enterprise analytics and mobility software, announced the general availability of MicroStrategy 10.9, the newest feature release to the company’s MicroStrategy 10™ platform.

Connect Managed Services has announced the acquisition, for an undisclosed sum, of PC-1, a contact centre solutions provider with specific expertise in Genesys and Cisco technologies.

Strengthening its management team, OTT and TV Everywhere enabler Xstream A/S announced the appointment of Jacob Barlebo as global sales and marketing director.

Demand for contact centre analytics capabilities, enhanced application functionality, and the addition of new contact channels such as social and mobile contact are pockets of growth in the highly competitive,