CPaaS is a cloud-based platform that enables companies to use program interfaces (APIs) to quickly and easily integrate extended real-time communication functions such as voice, video and messaging into their existing systems without having to build a separate backend. This enables companies to integrate new functions such as chatbots, service agents and contact centers into their business applications with minimal effort.

Mapp, the international provider of insight-led customer engagement, is rolling out a major product update to its Mapp Cloud marketing platform. Eleven new functionalities showcase substantial innovations in mobile push and comprehensive enhancements to the data export capabilities in the customer analytics solution Mapp Intelligence. The product updates are designed to help customers operate more effectively and efficiently in their cross-channel strategy, relying on one centralized data source.

Privileged accounts, such as local admin and service accounts, exist everywhere in multiple places throughout an organization, and trying to manually discover and manage them is virtually impossible. That’s why Thycotic recommends automating privileged account discovery on a continuous basis so that you can see what you need to protect and what security controls should be in place.

Due to voice assistants that are used in customer service, such as Siri or Alexa and “talking robots”, the topic of speech recognition is currently highly topical. Voice assistants learn to decipher the core of a customer’s message, so that the customer does not have to learn which commands to use to get to the goal, which sounds easier than it is, considering that dialects, synonyms or paraphrases have to be learned by the bot first.

Most people’s lives have drastically changed due to COVID-19: everyone is talking about the coronavirus and how the next few weeks will develop, and many are rightly concerned, miss friends and family. Hence, their use of smartphones, time spent on the laptop, and consequently the time spent on social media platforms, continue to increase rapidly. Even more important is that social media helps to increase people's well-being in times of COVID-19.

CX has long since become one of the decisive differentiating features of top companies, which explains why every provider wants to push CX projects forward at full speed. According to Gartner, more than 80% of executives believe that in the not-too-distant future, they will compete based on CX alone, rather than price. In the context of the growing importance of artificial intelligence (AI), predictions like these suggest that there will be an enormous need for experience experts in C-level management for the following reasons:

Nothing is more frustrating or boring than a product, service or trip that doesn't meet the customer's expectations, don’t you think? Innovative companies and service providers are therefore increasingly relying on providing outstanding customer experience to remain on top and to avoid the downward price spiral. Whoever wants to remain competitive must recognize, understand, and quickly respond to constantly changing customer requirements - including a high experience factor - and be at the same time inexpensive, since the competitor is just a click away.

Growing security risks and incidents of ransomware have been forcing enterprises across the Asia-Pacific (APAC) region to search for trusted and competent security services providers. Against this backdrop, managed security services (MSS) revenue in the region is estimated to reach US$17bn in 2024, according to the data and analytics company GlobalData.

For more than a decade, Google is building products to help people transform the way they work. “Now, work itself is transforming in unprecedented ways”, Javier Soltero, VP and GM, Google Workspace states in his blog. “Amidst this transformation, time is more fragmented—split between work and personal responsibilities—and human connections are more difficult than ever to establish and maintain”, he explains.

David M. Raab was the one who coined the term MadTech in 2015, which stands for marketing, advertising, and technology. It well represents the current scenario of marketing and advertising technology intertwining itself with data.

Mid of 2020, Google released new key figures for measuring user experience, which will become a new ranking factor next year as part of the page experience and thus elementary for SEO.

Singapore has a long-standing love affair with shopping. Many of the country’s malls built in the 1970s and 80s were pioneering in their day, and today the island state has more malls per square mile than any other country in the world. Recent years have seen a dramatic shift from in-person shopping to online retail with giants such as Shopee and Lazada becoming household names and COVID-19 lockdowns sending more people to the Internet for their purchases. However, a new report notes that while shoppers are moving increasingly online, many remain unhappy with the level of customer service they receive there.

Cognigy.AI, a leading global customer service automation provider, has secured investment from Global Brain, one of the largest venture capital companies in Japan, that accelerates its international growth path and consolidates its position as a leading provider of an AI-based platform for the automation of customer service.

Writing proposals is an essential task for everyone in business. To make their life easier and to help them in managing their job scope, a new feature has been added to Offorte, namely doing the job for you.