CSM Magazine

JUNE 23, 2021

Theloops secures $8.75m in seed funding to reinvent support operations for modern SAAS businesses investment led by dell technologies capital positions company to meet significant demand for agile, intelligent support operations. TheLoops , an intelligent support operations platform, today announced it has closed $8.5

SaaS 52

SaaS Average Handle Time Engineering Technology 52

CSM Magazine

OCTOBER 25, 2022

Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands. With that, we are attracting more and more top talent from other successful SaaS brands. Ryan Toben, SVP of customer success and sales operations.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. Sylvain has been at the forefront of digitizing the customer acquisitions process and introducing AI and analytics-based sales motion.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

CSM Magazine

MAY 30, 2024

Predictive Analytics: AI can predict future customer needs and behaviours, allowing retailers to offer products and services that meet those needs proactively. AI-Driven Analytics AI-driven analytics enable retailers to predict customer needs and provide proactive support.

Government 52

Government Analytics Education Sales 52

CSM Magazine

MAY 23, 2023

Joel’s proven track record will be mission critical in grasping the opportunities of our strong position in the SaaS market,” said Kevin Jones, Chief Executive Officer, Calabrio. “As Joel Martins brings over 25 years of software engineering and product management experience at both private equity firms and SaaS companies.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Amir on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CSM Magazine

AUGUST 10, 2023

With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies. She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones.

Marketing 52

Marketing Customer centricity SaaS Coaching 52

CSM Magazine

NOVEMBER 11, 2021

Bernander is a CPA and joins with an extensive background of more than 15 years in financial leadership roles at global SaaS and technology companies. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment and derives compelling insights from the contact centre. About Calabrio.

Finance 59

Finance SaaS Analytics Contact Center 59

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

AUGUST 24, 2023

In short, SAP CPQ represents a cloud-based SaaS developed purposely for generating and managing offers and quotes for businesses with compound multi-aspect product (or service) configurations. Prebuilt predictive analytical tools help to create price/behavior-based recommendations for enhancing sales. What is “Configure Price Quote”?

Sales 52

Sales SaaS Upselling Analytics 52

CSM Magazine

MARCH 17, 2023

MyQualityTeam leverages AI voice/text analytics to measure performance and sentiment at the start and end of calls and identify areas of strength and development for the agent.

Analytics 52

Analytics SaaS Quality management Feedback 52

CSM Magazine

JANUARY 31, 2023

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats.

SaaS 52

SaaS Analytics Marketing Technology 52

Amity

APRIL 25, 2016

Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Magazine

MAY 17, 2021

Value of cloud-powered analytics: half of survey respondents believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business including insights to support agents and customers. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 24, 2022

Neil joins IRIS from his role as Managing Director for Odigo CX Solutions, a European leader in the Contact Centre SaaS market, with previous experience as Commercial Sales Director at Genesys and Head of Sales at Noble Systems.

Sales 52

Sales Technology SaaS Analytics 52

JustCall

NOVEMBER 24, 2022

Whether you are looking for a B2B software/SaaS sales strategy or a B2B sales plan for physical assets, here are some proven ways to improve its performance: Conduct market research. Interests – personal and professional interests, such as favorite websites, forums, magazines, apps, etc. The 7-Step B2B Digital Sales Strategy.

B2B 52

B2B Sales B2C SaaS 52

CSM Magazine

NOVEMBER 19, 2021

SaaS products are generating a massive amount of customer interaction data, as is the tooling that surrounds them. This tooling includes support tickets, but also system alerts, team messages, log files, product analytics and more. While also providing visibility of agent performance and customer metrics.

Engineering 52

Engineering SaaS Analytics Enterprise 52

CSM Magazine

MARCH 30, 2022

” The Five9 platform provides digital engagement, analytics, workflow automation, workforce optimisation, and practical AI to create more human customer experiences, engage and empower contact centre agents, and deliver tangible business results. For more information visit www.five9.com. About PCI Pal.

Cloud contact 52

Cloud contact Government SaaS Analytics 52

CSM Magazine

OCTOBER 13, 2021

The age of large, drawn-out IT projects, demanding significant upfront investment, is over, thanks to SaaS solutions that can offer almost immediate transformation and tracked usage analytics to evidence a fast return on investment. The path forward to success.

Customer Service 98

Customer Service Healthcare SaaS Chatbots 98

CSM Magazine

NOVEMBER 9, 2022

Calabrio continues to embrace a customer-first culture to lead customer understanding and experience design in the SaaS space. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Marketing 52

Marketing Customer centricity SaaS Contact Center 52

CSM Magazine

DECEMBER 20, 2021

It includes Talkdesk AI and a full set of enterprise-level, integrated, CX applications for customer self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics. For more information on PCI Pal visit www.pcipal.com or follow PCI Pal on Twitter. About PCI Pal.

Contact Center 52

Contact Center Government contact center solutions SaaS 52

CSM Magazine

JUNE 22, 2023

Introducing Coreon – Uniquely connects language with conceptual knowledge Jochen briefly introduced Coreon as a Berlin-based software company, serving as a leader in Multilingual Knowledge Systems with SaaS offering. The software makes search, machine learning, and IoT applications interoperable.

Enterprise 52

Enterprise Government SaaS Education 52

CSM Magazine

FEBRUARY 19, 2024

Specializing in sectors like eCommerce and SaaS, SupportZebra exemplifies how modern outsourcing partners can provide tailored services that align with specific industry needs. Advances in artificial intelligence, machine learning, and data analytics have transformed how customer interactions are managed.

outsourcing 52

outsourcing Call Center Government Telecommunications 52

CallSource Insights

JULY 1, 2019

CallSource is much more than just a SaaS call tracking company. Data is necessary to make informed business decisions, but it does nothing for your organization without humans diagnosing the data and taking actions based on analytics. We have developed our products based on our clients’ feedback, wants, and needs.

Advertising 40

Advertising Coaching Analytics Marketing 40

CSM Magazine

FEBRUARY 22, 2022

Loggly (logs search and analytics software). Datto SaaS Protection. Whenever there is a visitor ready to get help or ask a question, the agent receives an instant notification, so they can respond quickly with their knowledge, vastly improving customer service.

Customer Experience 52

Customer Experience CRM Big data SaaS 52

CSM Magazine

DECEMBER 17, 2021

This could include using CRM software for customer management, accounting software for business finances, and specialised SaaS solutions for various business purposes. Real-time data delivery provides up-to-date information that can be used to massively speed up data analytics and provide more timely information to staff.

Enterprise 52

Enterprise Finance SaaS Education 52

CSM Magazine

JUNE 23, 2021

Sundara leads Firstsource’s Digital Services including Intelligent Automation, Analytics, and scaling Business Process as a Service (BPaaS) offerings. He also manages global partnerships with industry-leading platforms in RPA, ML/AI and SaaS and integrate that IP into our solutions.

SaaS 52

SaaS Self service Analytics Surveys 52

aircall

MAY 15, 2017

With the emergence of the subscription economy and in particular in the SaaS industry, we have come to distinguish 2 main business activities that contribute to the growth of a company: Hunting and Farming. Aircall had become one of the cornerstone services for their support operations , successfully empowering their team.

Sales 88

Sales Accountability Engineering APIs 88

CSM Magazine

JANUARY 5, 2022

With today’s abundant saas tool market, developing a business from scratch is easier than ever. To wrap it up, all you need to do is integrate the data from your analytics board like Google analytics. But what if it doesn’t have to be so hard? What if there is a smarter way of executing your business operations?

Analytics 52

Analytics SaaS Marketing Management 52

CSM Magazine

JUNE 16, 2021

This information can include analytics that show which pages on an enterprise’s website visitors use for longer, which ones they tend to stay away from, and which ones cause them to leave the site altogether.

Enterprise 52

Enterprise B2C B2B SaaS 52

CSM Magazine

SEPTEMBER 22, 2022

For instance, if you introduced a new feature to your SaaS product, a launch video can explain everything that has now become easy. With video marketing platforms like YouTube Analytics, it’s easy to track how many people have watched your ad, how long they watched it, and where they’re watching it from.

Customer Service 52

Customer Service Entertainment Advertising Engineering 52

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. We also partner with the user research and support team. Those are the two best sources of information in terms of how consumers feel. [We]

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

CSM Magazine

MAY 30, 2016

The research by Clarabridge shows that customer experience management rests on four pillars of customer feedback, analytics, actions and dynamic measurement of customer satisfaction. No need to build a custom IT solution from scratch with such a variety of packaged, SaaS CRMs on the market. Now down to tech. More cost-cutting points?

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

CSM Magazine

NOVEMBER 8, 2019

Analytics and reporting come in third position at 43%. Workbooks offers growing companies a SaaS platform to run their business and engage effectively with their customers – at an affordable price. Key functionalities required are contact management (75%) and pipeline management and forecasting (57%). About Workbooks.

CRM 45

CRM Finance SaaS Surveys 45