Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience

Five9, a leading provider of the intelligent cloud contact centre, announced the results of its 2022 International Customer Service Index (CSI) Business Decision Makers Survey, which revealed new customer engagement and contact centre workplace trends. Continue reading Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience

Teleperformance Named Second Largest Global Third Party Provider in the Everest Group BPS Top 50 for All Industries

Teleperformance, a leading global group in digitally integrated business services, held its spot at number two on the Everest Group BPS Top 50™ for the second year in a row and was among the top five fastest-growing companies in the burgeoning business services industry. Continue reading Teleperformance Named Second Largest Global Third Party Provider in the Everest Group BPS Top 50 for All Industries

Kore.ai Opens its Enterprise XO Platform to SMBs, Developer Community to Drive Conversational AI Innovation and Adoption

Kore.ai, the leader in enterprise conversational AI (CAI) software technology, announced plans to widen the availability of its solution to companies of all sizes. The goal of the expansion is to empower small and medium businesses (SMBs), startups, entrepreneurs and the broader developer community by offering the platform’s do-it-yourself (DIY) functionalities for driving AI adoption. Continue reading Kore.ai Opens its Enterprise XO Platform to SMBs, Developer Community to Drive Conversational AI Innovation and Adoption

Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Centre App Management

Balto, the leader in uniting contact centre agents with AI for better conversations, is pleased to announce the launch of its next-gen integration: an embeddable “single pane of glass” Balto experience for Genesys Cloud, NICE in Contact, Salesforce, and other major CCaaS softphone systems and workflow solutions. Continue reading Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Centre App Management

Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report

Response-based attacks targeting corporate inboxes have climbed to their highest volume since 2020, representing 41 percent of all email-based scams targeting employees, during Q2 of this year. This is according to the latest Quarterly Threat Trends & Intelligence Report from Agari and PhishLabs, part of the HelpSystems cybersecurity portfolio. Continue reading Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report

Telford and Wrekin Council add three new services to their call centre, thanks to Artificial Intelligence

Telford and Wrekin Council deployed an AI Assistant, TOM, in 2021 and managed to cut extremely high waiting times by 50%, shifting many users to digital. Now, a year into TOM’s operations, more wins are astonishing the team. Continue reading Telford and Wrekin Council add three new services to their call centre, thanks to Artificial Intelligence

Oak Engage transforms NatWest’s digital employee experience with the launch of Adaptive Intelligence

Growing tech and intranet firm, Oak Engage have been working with leading retail and commercial bank, NatWest Group to increase employee engagement through Adaptive Intelligence, state of the art technology to help businesses communicate with their people more efficiently. Continue reading Oak Engage transforms NatWest’s digital employee experience with the launch of Adaptive Intelligence