Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman explores 7 ways to turn your contact centre agents into superheroes using conversational AI… Continue reading Artificial Intelligence: friend or foe?
Regardless of age, consumers want a fast response and value data security
Businesses are recognising that the post Baby Boomer shift, and the rise of Gen Z as a consumer force, will have a profound effect on the customer service industry. Continue reading Regardless of age, consumers want a fast response and value data security
Oracle Unveils AI-Voice for the Enterprise
Oracle announced availability of its AI-trained voice with Oracle Digital Assistant. Now, enterprise customers can use voice commands to communicate with their enterprise applications to drive desired actions and outcomes, enriching the user experience with conversational AI, simplifying interactions and improving productivity. Continue reading Oracle Unveils AI-Voice for the Enterprise
NICE Earns Perfect Scores Across All Categories of Customer Satisfaction in DMG Consulting Report
NICE announced that it has been recognized by DMG Consulting LLC, a leading independent research and consulting firm, for having perfect scores across each of 23 categories of customer satisfaction in the 2019-2020 Contact Center Analytics Product and Market Report. Continue reading NICE Earns Perfect Scores Across All Categories of Customer Satisfaction in DMG Consulting Report
Oracle Takes Data-First Approach to New Customer Experience Innovations
To help brands ensure that each and every customer interaction is data driven, Oracle announced a series of new data-first updates across Oracle Customer Experience (CX) Cloud. Continue reading Oracle Takes Data-First Approach to New Customer Experience Innovations
Upstream Works Software and Local Measure Partner on Social Engagement Management Solutions Across the Enterprise
Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, announced its integration partnership with Local Measure. Together, the companies will offer brands one seamless, comprehensive solution for delivering real-time customer and social engagement excellence across the enterprise. Continue reading Upstream Works Software and Local Measure Partner on Social Engagement Management Solutions Across the Enterprise