INDIANAPOLIS, October 14, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, came in at #1 on the Fast25, Indiana Business Journal’s (IBJ) annual ranking of the fastest-growing private companies in Central Indiana. The company has seen a revenue growth rate of 555% over the three-year period between 2018 and 2020. “We’re honored to head this list of remarkable companies,” said Mike Simmons, Chairman of the Board and Sharpen’s largest investor. “We have a dedicated Indianapolis-based team coupled with a great group of investors–including Indianapolis’ own Elevate Ventures and Allos Ventures. That combination has fueled our growth and allowed us to succeed.” Sharpen is the award-winning contact center platform that lets users work from anywhere. Users can move between calls, texts, webchats, emails, social media, all in real-time and in a single interaction. With performance management built into its core functionality, at no extra cost, agents know what is expected of them. And, they have visibility...
Read MoreConversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities MELVILLE, N.Y., August 10, 2021 – Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice. The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging. In recent years, customer conversations have shifted from public social channels to one-to-one personalized messaging and brands are increasingly looking for ways to turn messaging into a strategic commerce...
Read MoreActiveOps changes the game for enterprise EPM solutions, putting the productivity in Employee Productivity Monitoring ActiveOps releases new automation to collect desktop task outcomes to add depth to existing EPM and WFM data. READING, UK, 22/07/2021 -- ActiveOps PLC, the management process automation company, today announces a major update to its leading enterprise EPM solution, WorkiQ. This latest enhancement, Collector, adds a new automated data collection capability that enables organisations to measure specific task outcomes, giving them the ability to count completed work. This unique, advanced capability comes after listening to feedback from ActiveOps customers and makes WorkiQ the only EPM solution enabling enterprises to truly connect activity time tracking to work outputs. Going beyond simple tracking of time spent in various activities, Collector counts work completed, providing a true picture of productivity and real-time productivity insights to managers. Using this data, enterprises can further improve operational performance and management effectiveness. Equally important, this new capability allows managers to measure...
Read MoreDALLAS, TX, USA, May 19, 2021 /EINPresswire.com/ -- ActiveOps (LON: AOM) today announced a series of hybrid events aimed at helping enterprise workforce operations (both for back and front office employees) utilize technology and analytics to drive better and more timely decisions as they return to the office. Kicking off with an executive breakfast in Dallas, Texas, on May 25th, the roadshow will be travelling to Atlanta, and Tampa in June 2021, with additional cities in both the US and UK, announced in the coming weeks, as local government COVID protocols are aligned. The workshops are designed to address the growing certainty that, regardless of the precise structure of your workforce, the future of work is hybrid. The pandemic has radically altered perceptions of what workers can and cannot achieve online, both for employers and employees. It has demonstrated that not only is it possible for enterprises to survive without having all their employees in the office all the time...
Read MoreAs consumer behavior and expectations continue to shift and become more complex with the COVID-19 pandemic, Salesforce’s role in the customer service industry is also evolving. Today Salesforce announced a new Workforce Engagement product built to help service leaders in the contact center ensure they have the right agents with the right skills staffed at the right time. We sat down with Melissa Matross, SVP of Product Management, to learn more about the importance of Service Cloud Workforce Engagement and how this new product will make service teams’ jobs easier, while optimizing processes to meet any influx of customer service demand. Q: What is Workforce Management and how has the industry evolved? Workforce management as an industry has been around for over 30 years and historically, it has been all about operational efficiency — making sure that service centers have just the right number of people with the right capabilities to meet customer demand. It was very machine-oriented, and service...
Read MoreSan Francisco — December 2, 2020 — Salesforce [NYSE: CRM], the global leader in CRM, today introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel. With COVID-19, contact centers are dealing with a huge surge in the volume of questions across service channels like phone, chat, text and social media. At the same time, service leaders are managing staffing resources amid the transition to the work-from-home environment. Many are relying on legacy workforce management technology to organize their teams — disparate, on-premise solutions and spreadsheets that were never designed to manage globally distributed workforces. In today’s all-digital, work-from-anywhere world, companies need technology that offers a connected view of the employee and customer, all on one cloud-based platform. “Delivering service is more complex than ever with agents working from anywhere and volumes of...
Read MoreService Cloud Workforce Engagement, available globally in June, helps customer service teams unify their people, planning and process to accurately route cases to the right agents with the right skills at the right time. In 2020, customer service contact centers underwent dramatic change. Agents started working from home, customers increasingly turned to digital channels, and many industries saw surging demand for service. More than ever, businesses faced pressure to have the right agents readily available to help customers when they needed support the most. As the landscape of the pandemic shifts, the future structure of the contact center is uncertain. But the goal remains clear: provide unimpeded service with highly qualified agents. Service Cloud Workforce Engagement, Salesforce’s dynamic workforce planning product, is helping service leaders do just that. Melissa Matross, SVP of Product Management, sat down with one of them — and he happens to work just down the virtual hall. Jim Roth, EVP of Customer Support at Salesforce, has...
Read MoreEighty-eight percent of service professionals report that the pandemic exposed technology gaps in their jobs New Service Cloud innovations give organizations the technology they need today to support agents working from home, in the field or in a hybrid model – all in one system Estee Lauder, Smile Direct Club and Sonos embraced Service Cloud 360 to meet new customer expectations San Francisco — April 21, 2021 — Salesforce, [NYSE: CRM], the global leader in CRM, today introduced the next generation of web security and SaaS — technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform. Over the last year, service agents moved quickly to work from their kitchens and living rooms, but relied on legacy technology—disparate, on-premise solutions and spreadsheets—that wasn’t designed to manage globally distributed workforces. At the same time, agents were reeling from a monumental surge in the volume of customer requests across all digital channels and...
Read MoreINDIANAPOLIS, June 2, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, secured $14 million in growth funding, announced CEO Bill Gildea. Bridge Bank and Multiplier Capital led the investment round, along with participation from the company’s existing investors, including Cultivation Capital. This raise will be used across all departments to support the company’s rapid growth. “Bridge Bank is excited to help lead this latest round of financing and partner with the team at Sharpen to support their strong growth,” said Brian McCabe, senior director in Bridge Bank’s Washington D.C.-based Technology Banking Group. “We look forward to seeing them continue growing in the CCaaS industry.” The latest round of financing brings the total amount raised by Sharpen to over $55 million. It follows a year where the company experienced a +100% upsurge in revenue and a +40% increase in new bookings. At the same time, Sharpen was named to the 2020 Inc. 5000 list of fastest-growing...
Read MoreWestford, MA. May 10, 2021. Today, Aspect Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria™, (pronounced: ahl-vahr-ee-uh), a new global company delivering optimized customer experience and workforce engagement software and cloud services technology solutions. The newly combined company will be led by Patrick Dennis, Aspect President and CEO. “This merger will combine two of the leaders in the customer experience space into a major unified force for innovation and growth,” said Patrick Dennis, President & CEO of Alvaria. “Our unified customer base represents the largest financial institutions, healthcare, online retail, and travel and transportation companies in the world. We are so excited to embark on this next stage of our corporate development.” Abry Partners (“Abry”), a Boston-based private equity firm, spearheaded the merger and is now the majority owner of the combined company. Vector Capital, owner of Aspect, will continue as minority equity holder. The total value of the combined transaction is over $1 billion USD....
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