NICE expands self-service and customer fulfilment capabilities with Amazon Lex integration

NICE announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfill more customer requests, including complex actions, in real-time. With the NICE Cognitive Automation Platform, Amazon Lex chatbot users now have the option to interact with service centers and obtain issue resolution at any time or place. Continue reading NICE expands self-service and customer fulfilment capabilities with Amazon Lex integration

New Artificial Intelligence-Powered Routing Engine by Genesys Creates World’s Most Predictive Customer Experiences

Genesys® introduced the industry’s most revolutionary routing engine at CX18, its annual customer conference taking place this week in Nashville. Powered by new artificial intelligence (AI) capabilities, Genesys Predictive Routing uses historical performance data and matches customer and employee attributes to predict which contact center resource is the most likely to achieve targeted business goals. Continue reading New Artificial Intelligence-Powered Routing Engine by Genesys Creates World’s Most Predictive Customer Experiences

Record 700 Customers Pick Genesys to Propel Customer Experience Transformation

Genesys® has grown its market share with nearly 700 organisations moving from legacy contact center systems to the Genesys Customer Experience Platform since the start of 2017. The company made the announcement at CX18, its annual customer conference taking place this week in Nashville. Continue reading Record 700 Customers Pick Genesys to Propel Customer Experience Transformation

Cisco Announces Intent to Acquire Accompany

Cisco announced its intent to acquire Accompany, a privately held company based in Los Altos, Calif. The company provides an AI-driven relationship intelligence platform for finding new prospects, navigating the selling process, and strengthening relationships. Accompany Founder and CEO Amy Chang will join Cisco as senior vice president in charge of the Collaboration Technology Group. Continue reading Cisco Announces Intent to Acquire Accompany