As AI and automation redefine the contact centre, new research from Calabrio suggests performance hinges on more than just technology. Ed Creasey, Vice President of Solution Engineering at Calabrio, explores how leadership behaviours – from clear communication to emotional support – are emerging as the decisive factor in agent retention, resilience and customer outcomes… Continue reading Beyond Technology: How Leadership Drives Contact Centre Performance
Aspect Announces Aspect Intelligence™: Redefining How AI Powers Workforce Operations
Aspect announces Aspect Intelligence™, its newest capabilities designed to help enterprises move from static workforce planning to ongoing, real-time operational control. Continue reading Aspect Announces Aspect Intelligence™: Redefining How AI Powers Workforce Operations
Verint Names Dave Rhodes as CEO
Verint®, The CX Automation Company™, announced Dave Rhodes has been named Chief Executive Officer of Verint, effective immediately. Rhodes, who previously served as CEO of Calabrio prior to its combination with Verint, will lead the newly unified organization as it pursues its vision of becoming the definitive leader in CX Automation. Continue reading Verint Names Dave Rhodes as CEO
Zoom introduces next-gen Zoom Virtual Agent to automate end-to-end customer resolution
Zoom Communications, Inc. unveiled Zoom Virtual Agent 3.0 (ZVA), the next evolution in agentic automation. ZVA introduces a new execution architecture and expanded AI capabilities designed to resolve customer issues end to end, seamlessly hand off to human agents, and help enterprises shift from transactional service interactions to connected customer relationships. Continue reading Zoom introduces next-gen Zoom Virtual Agent to automate end-to-end customer resolution
8×8 Smart Assist Helps Contact Centres Resolve Faster, Deliver More Consistent CX, and Increase Agent Satisfaction
Contact centres using real time AI-guided workflows are resolving issues faster, reducing after-call work, and delivering more consistent customer experiences. Continue reading 8×8 Smart Assist Helps Contact Centres Resolve Faster, Deliver More Consistent CX, and Increase Agent Satisfaction
Corporate Name Announced for Combined Verint–Calabrio Organization
Verint®, The CX Automation Company™, today announced the organization formed through the recent Verint–Calabrio® transaction will move forward under a single corporate name: Verint. Continue reading Corporate Name Announced for Combined Verint–Calabrio Organization