Serenova, the most globally scalable contact center-as-a-service (CCaaS) provider, announced the appointment of Tom Schollmeyer as Chief Executive Officer. Mr. Schollmeyer brings more than 20 years of contact center industry leadership including serving in key roles in executive management, technology and operations. Continue reading Serenova Appoints Tom Schollmeyer as New CEO to Lead Next Growth Phase
Daily Archives: August 16, 2017
Clarabridge Announces Clara, a New Omnichannel Intelligent Agent for Customer Experience
Clarabridge introduced Clara, an intelligent agent powered by Clarabridge’s industry-leading Text Analytics engine that allows brands to understand the Voice of the Customer across multiple channels including surveys, social media, contact center and more. Using Artificial Intelligence, Clara astutely suggests solutions to common customer issues and feedback, making unstructured data more actionable and saving valuable time and dollars for large organizations. Continue reading Clarabridge Announces Clara, a New Omnichannel Intelligent Agent for Customer Experience
Home security company Ring to deploy Aspect Via™ Workforce Management ™ solution
Aspect Software, a leading and award-winning cloud provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, announced that Ring, a leader in home security products, has selected Aspect Via WFM as their sole workforce management solution to support over 1,000 customer service agents. Continue reading Home security company Ring to deploy Aspect Via™ Workforce Management ™ solution
[24]7 AI-Powered Virtual Agent Now Available for both Speech and Digital Channels
[24]7 announced the availability of [24]7 AIVA, an AI-powered Virtual Agent that empowers enterprises to build once and deploy across any self-service channel. Built on [24]7’s common technology platform for both self-service and assisted channels, [24]7 AIVA enables companies to better anticipate and act on consumer intent across channels, in order to provide a more personalized, predictive and effortless customer experience. Continue reading [24]7 AI-Powered Virtual Agent Now Available for both Speech and Digital Channels
ZOOM International Introduces ZOOM Omnichannel Search Engine
ZOOM International announced the ZOOM Omnichannel Search Engine. Available to ZOOM customers today, it is an industry-first for continuous contact center improvement in an omnichannel world. By placing a search engine at the core of the ZOOM product suite and architecture, the company is reinventing how contact centers-large and small-capture, analyze and improve customer and agent experiences as well as customer support processes and applications. Continue reading ZOOM International Introduces ZOOM Omnichannel Search Engine