Pennine Secures European Partnership Deal To Offer AI Powered Voice Analytics Solution To UK Contact Centres

Pennine has secured a partnership agreement with leading European artificial intelligence (AI) voice analytics software developer, Xdroid. The new deal will give UK contact centres access to a powerful AI-driven automated speech and emotion analytics solution through the Bury-headquartered communications, data and networking specialist. Continue reading Pennine Secures European Partnership Deal To Offer AI Powered Voice Analytics Solution To UK Contact Centres

Genesys PureCloud expands voice options for businesses in Ireland

Genesys®, the global leader in omnichannel customer experience and contact centre solutions, extends its cloud-based customer experience capabilities to businesses in Ireland with its expanded voice telephony options for the Genesys PureCloud® platform. In addition, Genesys launches its cloud-based Bring Your Own Carrier (BYOC) option in the Republic. Continue reading Genesys PureCloud expands voice options for businesses in Ireland

Interactions Ushers In Era of Modern Customer Engagement with AI-powered Omnichannel Intelligent Virtual Assistant Capabilities

The Customer Care Industry has been abuzz with the promise of omnichannel solutions for quite some time, but it hasn’t fully delivered technology that lives up to the hype. Today, true omnichannel becomes a reality. Interactions, the leading provider of Intelligent Virtual Assistants (IVAs) for enterprise brands, released its enhanced IVA platform to deliver the omnichannel promise: personalization, persistence, context, contemporary channel offerings and more to its award-winning AI-powered conversational engagement platform. Continue reading Interactions Ushers In Era of Modern Customer Engagement with AI-powered Omnichannel Intelligent Virtual Assistant Capabilities

NICE Back Office Solution Receives Frost and Sullivan Market Leadership Europe Award

NICE announced that its Back Office Proficiency Solution has been recognized with the 2018 European Market Leadership Award by Frost and Sullivan. The NICE solution was named ‘Market Leader’ following its strong overall performance in the analyst firm’s stringent process which assesses every candidate’s best practice criteria, in addition to the company’s rich experience and distinctive technological know-how in the domain. Continue reading NICE Back Office Solution Receives Frost and Sullivan Market Leadership Europe Award

Enghouse Interactive’s CCSP Provides Group of Gold Line with Flexible, Scalable Platform for Cloud Contact Centre

Enghouse Interactive announced that GL CloudConnect (GLCC), the enterprise division of the Group of Gold Line, has selected Enghouse Interactive Contact Center: Service Provider (CCSP) as the platform for its new cloud contact centre offering, GLCCaaS. CCSP is a multi-tenant cloud contact centre platform designed for providing contact centre in an ‘as-a-service’ model. Continue reading Enghouse Interactive’s CCSP Provides Group of Gold Line with Flexible, Scalable Platform for Cloud Contact Centre

NICE Announces Adaptive Workforce Optimization 2.0 to Drive Employee Engagement Through Innovative Personalization

NICE announced the release of its NICE Adaptive Workforce Optimization (AWFO) solution version 2.0, that personalizes performance development processes and activities including training and coaching to improve employee engagement. Continue reading NICE Announces Adaptive Workforce Optimization 2.0 to Drive Employee Engagement Through Innovative Personalization

Frost & Sullivan Recognizes Teleperformance for its Industry-leading Global Contact Centre Security, Privacy, and Compliance Structure

Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan has recognized Teleperformance with the 2018 Global Competitive Strategy Innovation and Leadership Award for its worldwide initiatives to prevent fraud and ensure data protection for its clients. Continue reading Frost & Sullivan Recognizes Teleperformance for its Industry-leading Global Contact Centre Security, Privacy, and Compliance Structure

Talkdesk Spring 2018 Release Expands Platform with New Capabilities to Optimize Customer Journey

Talkdesk announced its Enterprise Contact Center Platform Spring 2018 release. With this release, Talkdesk continues to execute its vision to disrupt and transform the contact centre to meet the expectations of today’s digital “self-service first” customers and help them thrive in the customer experience-driven economy. Continue reading Talkdesk Spring 2018 Release Expands Platform with New Capabilities to Optimize Customer Journey