Category Archives: Technology

HCL Technologies Launches the ADvantage Experience Platform for a Data-Driven, AI-Enabled, Omnichannel Customer Experience

HCL Technologies (HCL) announced the launch of the HCL ADvantage Experience. This platform works with Adobe Experience Cloud to enable companies to create, personalize, and measure the customer experience through various touchpoints in a customer’s journey. Continue reading HCL Technologies Launches the ADvantage Experience Platform for a Data-Driven, AI-Enabled, Omnichannel Customer Experience

Salesforce Introduces New Einstein Services, Empowering Every Admin and Developer to Build Custom AI for Their Business

Salesforce, the global leader in CRM announced new Einstein services that enable admins and developers to build custom artificial intelligence — all with just a few clicks or a single line of code. Continue reading Salesforce Introduces New Einstein Services, Empowering Every Admin and Developer to Build Custom AI for Their Business

NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management

NICE announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report. A copy of the report is available here for immediate download. Continue reading NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management

Verint Launches AI Blueprint to Simplify Enterprise Investment in AI

Verint® announced the launch of AI Blueprint™, a patent-protected conversation analysis system that identifies intelligent virtual assistant (IVA) use cases and accelerates automation. AI Blueprint unlocks the power of conversational data and returns specific insights for achieving an organization’s unique business goals. Continue reading Verint Launches AI Blueprint to Simplify Enterprise Investment in AI

Freshworks integrates with the WhatsApp Business solution to empower brands to offer scalable online support to 1.5 billion messaging users

Freshworks, a global leader in customer engagement software, has integrated its customer engagement suite with the WhatsApp Business solution to offer on-the-go conversational support via WhatsApp. Over 1.5 billion people from 180 countries use WhatsApp to stay in touch with friends, family and businesses, anytime and anywhere. Continue reading Freshworks integrates with the WhatsApp Business solution to empower brands to offer scalable online support to 1.5 billion messaging users

Bright Pattern Outranks Top Contact Center Vendors Based on Customer Satisfaction Ratings

Bright Pattern has been included in G2 Crowd’s Spring 2019 Contact Center Infrastructure Software report. The inclusion comes after recognition in the Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution as well as Gartner-owned online review sites, including GetApp, Software Advice, and Capterra. Continue reading Bright Pattern Outranks Top Contact Center Vendors Based on Customer Satisfaction Ratings

Genesys Earns Accolades from Frost & Sullivan for Leading the Contact Centre Market

Based on its recent analysis of the North American contact centre market, Frost & Sullivan recognizes Genesys with the 2019 North American Company of the Year Award for leading the market with its broad, continually evolving portfolio of solutions. This is the second consecutive year the company has earned this accolade. Continue reading Genesys Earns Accolades from Frost & Sullivan for Leading the Contact Centre Market

Flexible working in Ireland boosts demand for Avaya communications solutions in the cloud

Partners of Avaya in Ireland have over the past 6 months signed more than twice the number of Powered by Avaya IX seats for unified communications than were signed in the first six months after the product’s launch in February 2018. This represents thousands of cloud seats being taken up by Irish businesses over the past half year alone. Avaya currently has 3.7 million cloud seats between its public and private offerings globally. Continue reading Flexible working in Ireland boosts demand for Avaya communications solutions in the cloud