Introducing Twilio Flex: The Future of the Contact Centre

Twilio announced Twilio Flex, the first contact centre platform that gives businesses complete control of their contact centre experience. With Twilio Flex, companies can instantly deploy an omnichannel contact centre platform and also programmatically customize every element of the experience including the interface, communication channels, agent routing, and reporting to meet the unique needs of the business. Continue reading Introducing Twilio Flex: The Future of the Contact Centre

Avaya Ends the Gap between Unified Communications and Team Collaboration

Avaya announced the addition of cloud-based team collaboration to the Avaya Equinox Experience, the company’s signature unified communications and collaboration user interface and cloud service. The Avaya Equinox Experience leapfrogs other vendors’ offerings by delivering deep level of integration between unified communications and the tools needed for seamless, simple, highly productive team collaboration. Continue reading Avaya Ends the Gap between Unified Communications and Team Collaboration

NICE Introduces Cloud-ready Text-to-911 Recording Solution for AGENT511 TEXTBLUE Platform

NICE announced that it is offering the first cloud-ready Text-to-911 recording solution for AGENT511’s TEXTBLUE multimedia messaging platform. The NICE Inform solution allows agencies using the AGENT511 TEXTBLUE platform to tap into state-of-the-art technology for recording 9-1-1 texts and other multimedia communications – an increasing necessity as they move towards shared Next Generation 9-1-1 ESInet environments. Continue reading NICE Introduces Cloud-ready Text-to-911 Recording Solution for AGENT511 TEXTBLUE Platform

Nuance Gives Brands Back Their Voice, Advances AI-Powered Engine for Conversational Dialog

Nuance announced remarkable advancements to its core AI-powered voice engine, foundational to the Nuance Omni-Channel Customer Engagement Platform. Leveraging deep neural networks and advanced language science, the new capabilities will enable brands to rapidly design, develop and deploy speech-enabled applications to better differentiate in their markets and support conversational customer interactions across platforms and devices. Continue reading Nuance Gives Brands Back Their Voice, Advances AI-Powered Engine for Conversational Dialog