IFS, the global enterprise applications company, announces the availability of three IFS Customer Engagement™ capabilities that deliver omni-channel experiences for next-generation customer service. IFS Customer Engagement brings to market powerful solutions for support centres and customer service. Continue reading IFS Announces AI-Powered Contact Centre Solutions
Daily Archives: May 2, 2018
Firstcom Europe continues to expand with the acquisition of Difference Corporation
Cloud telecommunications solutions provider Firstcom Europe today announces acquisition of UK based Difference Corporation Ltd in a strategic move to accelerate the firm’s growth across Europe. Continue reading Firstcom Europe continues to expand with the acquisition of Difference Corporation
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
Puzzel announces new Chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Continue reading Puzzel announces new Chat bot functionality and GDPR readiness
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