Pindrop’s Newest Offering, Pindrop® Express, Brings Enterprise Level Risk-Based Authentication To Call Centres Of All Sizes

Pindrop, the pioneer in voice security and authentication announced Pindrop® Express, a risk-based authentication solution with carrier embedded capabilities that can validate the customer’s phone number prior to the call arriving at the contact centre. Express delivers a simple “yes or no” authentication decision and if the number is spoofed or has a high-risk reputation, the number will not be validated. Continue reading Pindrop’s Newest Offering, Pindrop® Express, Brings Enterprise Level Risk-Based Authentication To Call Centres Of All Sizes

New Agent Engagement Tools from Noble Systems Help Contact Centres See Gains in Productivity and Customer Service

Noble Systems, a global leader in omnichannel contact centre technology solutions, continues to deliver the industry’s most complete set of solutions. With three decades of experience in innovation for outbound and inbound customer contact management, Noble has recently announced a number of offerings and initiatives targeted at helping contact centres manage their most valuable resource – their employees. Continue reading New Agent Engagement Tools from Noble Systems Help Contact Centres See Gains in Productivity and Customer Service

Liquid Voice Adds Real-Time Voice Analytics For Contact Centres

Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate availability of Real-Time Analytics. Developed in partnership with Speechmatics, a leading global supplier of Automatic Speech Recognition (ASR) solutions, this new capability provides instant insight on interactions as they happen and will deliver significant benefits in a wide range of contact centre and compliance applications. Continue reading Liquid Voice Adds Real-Time Voice Analytics For Contact Centres

Encoded announces new secure customer engagement platform

Encoded has announced the availability of its new customer engagement platform that enables contact centres to accept secure customer payments via SMS. An increasingly popular communications channel, using SMS makes it easier for customers to pay bills, helping to reduce debt and agent time chasing missed or non-payments. Continue reading Encoded announces new secure customer engagement platform

CallMiner Introduces Consolidated Platform for Real-Time and After-Contact Customer Engagement with New Analytics Modules

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced the launch of its comprehensive CallMiner Eureka platform and new analytics modules: Analyze, Coach, API, Redact, and Alert. Powered by the Eureka data mining engine, the new modules are built to meet the full range of customer intelligence needs from real-time to post-contact analysis. Continue reading CallMiner Introduces Consolidated Platform for Real-Time and After-Contact Customer Engagement with New Analytics Modules

Serenova Fully Integrates Quality Management with CxEngage

Serenova, a leading CCaaS and WFO provider unveiled CxEngage Quality Management (CxQM). Fully embedded in Serenova’s CCaaS solution, CxEngage, CxQM captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate, and improve the quality of customer experience – all backed by the flexibility of the cloud. Continue reading Serenova Fully Integrates Quality Management with CxEngage

Cogito Appoints Seasoned Contact Centre Leader to Serve Growing Client Base

Cogito, a leader in real-time emotional intelligence solutions announced the appointment of Jim Gomez to Senior Vice President of Client Services. Jim will be responsible for client delivery and support, including the implementation of Cogito’s augmented intelligence solution, which provides live in-call guidance to customer service and sales agents. Continue reading Cogito Appoints Seasoned Contact Centre Leader to Serve Growing Client Base