Fonolo Partners with Acticall Sitel Group to Provide Call-Back Solutions that Improve the Contact Centre Experience

Fonolo, the leader in cloud-based call-back solutions for the contact center, is proud to announce a global partnership with Acticall Sitel Group, a world-leading provider of customer experience solutions. Continue reading Fonolo Partners with Acticall Sitel Group to Provide Call-Back Solutions that Improve the Contact Centre Experience

Genesys Bubbles Up as Clear Market Leader in Multichannel Cloud Contact Center, Says Independent Analyst Firm

Genesys®, a global leader in omnichannel customer experience and contact center solutions, has been named a leader in Ovum’s 2017-2018 Decision Matrix.* The report, Selecting a Multichannel Cloud Contact Center Solution, recognized Genesys as the vendor with the biggest market impact compared to other vendors evaluated in the Decision Matrix. Continue reading Genesys Bubbles Up as Clear Market Leader in Multichannel Cloud Contact Center, Says Independent Analyst Firm

Over record-breaking Cyber Weekend, customer service messaging is clear winner with 160% year over year growth

LivePerson, the leading provider of cloud mobile and online business messaging solutions, reported a record amount of growth in messaging communications through its platform during Cyber Weekend, the five-day period between Thanksgiving and Cyber Monday. Continue reading Over record-breaking Cyber Weekend, customer service messaging is clear winner with 160% year over year growth

Nuance Expands Vision and Leadership of Cognitive Innovation Group (CIG), Making AI Real for the Enterprise

Nuance announced the expansion of its Cognitive Innovation Group (CIG) which is focused on applying the latest advancements in machine learning and AI to augment, automate and improve customer service across channels. First launched in 2012, CIG’s AI Lab incubated and unveiled Nina, the first conversational AI solution for mobile customer service, and spearheaded research, and roll out, of Nuance’s Human Assisted Virtual Assistant (HAVA) solution, which is now branded as Nina Coach. Continue reading Nuance Expands Vision and Leadership of Cognitive Innovation Group (CIG), Making AI Real for the Enterprise