Pegasystems Brings Concierge-Level Service To Digital Experiences With Launch Of Pega Self-Service Advisor

Pegasystems launched Pega® Self-Service Advisor – an AI-powered capability that enables businesses to provide customers with intelligent ‘digital advisors’ anywhere on their web and mobile channels. By understanding customer intent in real time, this new one-click feature immediately surfaces the content and actions the customer needs into a single view. For the first time, businesses can provide AI-powered concierge-level service while bypassing scattered navigation experiences that frustrate customers and negatively impact the bottom line. Continue reading Pegasystems Brings Concierge-Level Service To Digital Experiences With Launch Of Pega Self-Service Advisor

Webhelp acquires German company Ocon

Webhelp, global provider of business process outsourcing services, has announced the acquisition of Ocon Office Concept GmbH, a state of the art BPO service center in Stuttgart, Germany with excellent technical expertise. Completion of the transaction is expected to be the end of March 2017, subject to authorisation from the relevant authorities. Continue reading Webhelp acquires German company Ocon

Noble® SmartAccept™ Receives Patent for Inbound Service Technology

Noble Systems announces the issuance of a US Patent for the company’s exclusive SmartAccept™ technology. SmartAccept helps inbound call centers and service organizations shrink Average Seconds to Answer (ASA), decrease abandoned calls, and deliver a better customer experience. Continue reading Noble® SmartAccept™ Receives Patent for Inbound Service Technology

BroadSoft Improves Enterprise Mobility With Artificial Intelligence and a Superior User Experience

BroadSoft announced a pair of significant enhancements to its bMobile advanced mobility solution: Artificial intelligence capabilities and Apple CallKit support for BroadSoft Business UC-One mobile apps that provide business users with a superior mobile user experience over any device, network or location. Continue reading BroadSoft Improves Enterprise Mobility With Artificial Intelligence and a Superior User Experience

AMC Technology Announces Contact Canvas Omni-Channel for Microsoft CRM™ is Now Generally Available

PRESS RELEASE: AMC Technology has announced general availability of Omni-Channel for Microsoft Dynamics CRM, an addition to its Contact Canvas™ platform. AMC’s Omni-Channel supports routing of standard, custom, and even third party entities to agents based on work item priority and agent availability. For Microsoft CRM and Unified Service Desk (USD), Omni-Channel offers “in-application” integration of Cisco, Avaya and Aspect telephony platforms and Skype® for Business. Continue reading AMC Technology Announces Contact Canvas Omni-Channel for Microsoft CRM™ is Now Generally Available