Puzzel taps into the power of Artificial Intelligence to launch Agent Assist

Puzzel has announced the latest capabilities of its cloud-based contact centre solution, designed to add a new dimension to agent and customer self-service. Puzzel’s Agent Assist, based on Artificial Intelligence (AI), empowers agents with instant access to intelligent information from a wide range of enterprise applications including CRM systems, Chatbots and knowledgebases. Continue reading Puzzel taps into the power of Artificial Intelligence to launch Agent Assist

Verint Introduces AI-Infused Knowledge Management for ‘Knowledge as a Service’

Verint® announced the release of the latest enhancements to Verint’s Knowledge Management Professional™ solution, including patented AI technology and new automation features that create an automated, intelligent and efficient way to connect people to knowledge, ushering in a new era of “Knowledge Anywhere.” Continue reading Verint Introduces AI-Infused Knowledge Management for ‘Knowledge as a Service’

As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business

CallMiner, the leading provider of speech and customer engagement analytics solutions unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. Continue reading As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business

Noble Systems Issued 200th Patent for Contact Centre Technology

Noble Systems Corporation, a global leader in omnichannel contact centre technology solutions, announces the issuance of its 200th U.S. patent. This milestone reflects the company’s ongoing commitment to maintaining a strong patent portfolio program, protecting Noble Systems’ product innovations in order to safeguard technology investments and business advantages for its clients. Continue reading Noble Systems Issued 200th Patent for Contact Centre Technology

Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre

NICE inContact, a NICE business announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact centre. Continue reading Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre

New survey reveals UK consumers more likely to ditch Facebook services than Huawei products

Open-Xchange, the open source communications software provider announces the results of a UK consumer survey conducted by Censuswide. The survey examines attitudes towards the big messaging platform providers (i.e. Facebook Messenger, WhatsApp), as well as wider consumer trust in the technology sector. Continue reading New survey reveals UK consumers more likely to ditch Facebook services than Huawei products

Batelco selects Ericsson as Customer Experience Management partner

Ericsson announced that Ericsson Expert Analytics (EEA) has been selected by Batelco as a strategic solution for Customer Experience Management (CEM) across Bahrain. The rollout is underway as Batelco targets a unified CEM strategy to improve customer experience, boost network performance, and enhance operational efficiency. Continue reading Batelco selects Ericsson as Customer Experience Management partner

Invoca Raises $56M to Help Marketers Turn Conversational Insights into Revenue

Invoca, the leader in AI-powered call tracking and conversational analytics announced it has raised $56 million in new capital, bringing the company’s total financing to date to $116 million. The financing was led by existing investor Upfront Ventures and new investor H.I.G. Growth Partners, with participation from other investors including Accel and Morgan Stanley Alternative Investment Partners. Continue reading Invoca Raises $56M to Help Marketers Turn Conversational Insights into Revenue

Vonage Positioned as a Leader in the 2019 IDC MarketScape for Cloud Communications Platforms

Vonage has announced that it has been positioned as a Leader in the 2019 IDC MarketScape for cloud communications platforms. Vonage earned this distinction based on its API Platform and its One Vonage single, microservices architecture, as well as its status as the only company that can integrate across three of the fastest-growing enterprise segments today — communications APIs, unified communications and contact center (CPaaS, UCaaS, and CCaaS). Continue reading Vonage Positioned as a Leader in the 2019 IDC MarketScape for Cloud Communications Platforms