NICE announced the release of IntelliAgent, providing employees with real-time compliance and authentication capabilities to reduce risks and human errors. NICE IntelliAgent is available across all agent desktops and enables simple and swift integration with existing contact centre systems. In addition, NICE IntelliAgent offers advanced automation capabilities, increasing operational efficiencies Continue reading NICE Announces IntelliAgent Application, Boosting Agent Efficiency and Ensuring Compliance →

RingCentral, a leading provider of global enterprise cloud communications, collaboration and contact centre solutions announced a partnership with PCM, Inc, a leading technology solutions provider, to bring cloud communications solutions to enterprises across North America and the UK. Continue reading RingCentral Partners with PCM to Bring Cloud Communications Solutions to Enterprises →

NICE inContact, a NICE business announced the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact centre for smarter customer and agent engagement, plus enhanced depth and breadth of CRM integrations. CXone new AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration. Continue reading NICE inContact CXone Spring 2019 Release Adds End-to-End AI Capabilities →

Zappix Inc. is leveraging its revolutionary On-Demand Customer Service and Automation Technology to provide self-service capabilities for monetization by Business Process Outsourcing partners. Continue reading Zappix Offers BPO Vendors Innovative Monetization Opportunities via On-Demand Self-Service Solutions →

Freshworks, a global innovator in customer engagement software announced rapid expansion plans in the United Kingdom and Europe after posting triple-digit YoY growth in the region for the past 2 years. To meet the accelerating opportunities in the market the company has recently opened offices in Paris, France and Utrecht, Netherlands in addition to rapid expansion at their existing offices in London and Berlin. Continue reading Explosive Growth Fuels Freshworks European Expansion →