Zoom Drives Contact Centre Expansion with Acquisition of Solvvy

Zoom Video Communications, Inc. announced it has entered into a definitive agreement to acquire Solvvy, a leading conversational AI and automation platform for customer support. Together, Zoom and Solvvy will offer elevated customer service experiences to a global enterprise base and work quickly to capitalize on new opportunities in contact centre and customer support. Continue reading Zoom Drives Contact Centre Expansion with Acquisition of Solvvy

New Customer Service Features Enable Support Agents to Deliver Smart, Relevant, and Personalized Experiences with Ease

Coveo, a leader in AI-powered relevance platforms that transform search, recommendations, and personalization within digital experiences, announced a range of new capabilities designed to help customer service employees effortlessly deliver personalized customer experiences. Continue reading New Customer Service Features Enable Support Agents to Deliver Smart, Relevant, and Personalized Experiences with Ease

LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, released the results of a commissioned study conducted by Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact centre. Continue reading LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI

Bright Pattern Announces Remote Assist to Simplify Issue Resolution and Easily Manage a Remote Workforce

Bright Pattern, a leading provider of cloud-based omnichannel communication software for innovative companies, announces the release of its native Remote Assist technology. Bright Pattern’s new Remote Assist capability was unveiled at Europe’s largest IT service management show, SITS London 2022. Continue reading Bright Pattern Announces Remote Assist to Simplify Issue Resolution and Easily Manage a Remote Workforce