Providing self-service to customers empowers them to resolve problems for themselves. Customers don’t always want to get in touch with support. Many prefer to find the answer on their own and move on. To provide excellent customer service, self-service is an important component of your support as long as you back it up with human […]
Copado has expanded Copado Robotic Testing to fully support continuous testing across SAP and ServiceNow platforms. Copado’s fully multi-cloud solution delivers continuous quality across integrated digital experiences with the ability to test across any web application, including mobile apps. Copado Robotic Testing offers a cloud-based architecture, enabling quality assurance teams to test any end-to-end business […]
Socure, a provider of digital identity verification and fraud solutions, has integrated with ServiceNow’s Financial Service Operations product to help banks onboard accounts, reduce risk, and lower client acquisition costs. Socure’s integrated digital identity verification technology will provide key decision inputs for customer onboarding workflows, built with ServiceNow Financial Services Operations. Socure’s graph-defined identity verification […]
Quantum Metric, a product design platform provider, has integrated its session replay technology with ServiceNow to extend insight into individual customer experiences. Quantum Metric Embedded Replay will be available across all ServiceNow workflows and allow users to pivot to Quantum Metric’s session replay without leaving the ServiceNow application. Customer service agents can watch 100 percent […]
3CLogic, provider of a voice-enabling and cloud contact centre platform for ServiceNow, has added SMS capabilities to help IT helpdesks, customer support teams, or employee services groups leveraging the ServiceNow platform as part of 3CLogic’s spring software release. “We are excited to extend these new SMS/text functionalities to ServiceNow as we continue to evolve our […]
In the post-pandemic world, one thing that stayed constant was the steady flow of mergers and acquisitions in the tech world. Here is our list of the top 20 M&As. November Intuit Acquires Mailchimp Intuit, best known for its financial service offerings, acquired the email marketing company Mailchimp. As part of the agreement, Mailchimp will […]
ServiceNow and Qualtrics have partnered to create a joint solution that combines ServiceNow’s digital workflows with Qualtrics’ experience management technology. The partnership will enable organisations to harness and act on customer and employee experience data in the Now Platform, in real time. Organisations can now import customer experience data from Qualtrics into the Now Platform […]
Salesforce recently acquired robotic process automation (RPA) software provider Servicetrace, and will tuck the business into the MuleSoft business unit. Financial terms of the deal were not disclosed. This is technology M&A deal number 479 that ChannelE2E has covered so far in 2021. The Servicetrace acquisition, expected to close by October 31, 2021, potentially positions Salesforce vs. Automation Anywhere, UiPath, […]
Leading brands such as The Coca-Cola Company, Hilton, The Home Depot, Panera Bread, ServiceNow and Sony Interactive Entertainment lean on Adobe Experience Platform to power their digital experience strategy, Adobe said in a statement. In the digital-first economy, data volume is skyrocketing as companies accelerate their investment in digital experiences and harness data to optimise […]
Chatbots have sparked a debate about their effectiveness and appeal to customers. A lot of it depends on how customers feel about talking to a bot during customer service requests. That’s where NLP comes in. NLP, or Natural Language Processing, as per Gartner, is a technology that “involves the ability to turn text or audio […]
