[24]7.ai Blends Chatbots and Humans to Dramatically Improve Intent Recognition

[24]7.ai, a global leader in intent-driven customer engagement solutions announced that [24]7 AIVA, the company’s enterprise AI-powered chatbot, has taken another step forward in furthering the company’s blended AI vision by introducing human agent assistance for faster confirmation of consumer intent. Continue reading [24]7.ai Blends Chatbots and Humans to Dramatically Improve Intent Recognition

Leading Analyst Firm Recognizes NICE as a Leader in Customer Journey Analytics

NICE announced that Forrester Research has recognized NICE as a Leader in two reports on Customer Journey Analytics Visioning and Orchestration. Entitled “The Forrester Wave™: Journey Orchestration Platforms, Q4, 2018”, and “The Forrester Wave™: Journey Visioning Platforms, Q4 2018”, the reports position NICE amongst the most significant vendors in the market. Continue reading Leading Analyst Firm Recognizes NICE as a Leader in Customer Journey Analytics

Pega Receives Highest Scores in Three of Four Use Cases in Gartner’s Critical Capabilities for the CRM Customer Engagement Center Report

Pegasystems, the software company empowering digital transformation at the world’s leading enterprises announced it received the highest scores in three of the four analyzed use cases in Gartner’s 2018 Critical Capabilities for the CRM Customer Engagement Center (1) report. Continue reading Pega Receives Highest Scores in Three of Four Use Cases in Gartner’s Critical Capabilities for the CRM Customer Engagement Center Report

Content Guru Positioned as a Challenger in the 2018 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

Cloud contact centre and customer engagement provider, Content Guru, has been positioned in the Challengers quadrant, highest for ability to execute in that quadrant, in leading industry analyst firm Gartner’s 2018 Magic Quadrant for Contact Center as a Service, Western Europe. Continue reading Content Guru Positioned as a Challenger in the 2018 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

ConvergeOne Agrees to be Acquired by CVC Fund VII for $1.8 Billion

ConvergeOne, a leading global IT and managed services provider of collaboration and technology solutions announced that it has entered into a definitive agreement to be acquired by affiliates of CVC Fund VII (“CVC”) in an all-cash transaction valued at approximately $1.8 billion. Continue reading ConvergeOne Agrees to be Acquired by CVC Fund VII for $1.8 Billion

Vera Bradley improves efficiency and customer experience with NICE InContact

NICE inContact, a NICE business announced business results for Vera Bradley achieved with the NICE inContact CXone Business Line Texting Solution, including integrated Textel two-way texting, that increases contact centre agent efficiency and enhances customer experience. Continue reading Vera Bradley improves efficiency and customer experience with NICE InContact

84% of companies use more than one cloud-based video conference app

Polycom, a part of Plantronics, released Streamlined Video Conferencing Strategy Drives Business Results, a November 2018 study conducted by Forrester Consulting on behalf of Polycom. The study found that video conferencing is growing in usage, in the number of solutions, and in overall complexity for end users and IT alike. These findings showcase the need for consistent, simple experiences to speed the start of meetings and simplify IT’s job managing the estate. Continue reading 84% of companies use more than one cloud-based video conference app