Nearly One-Third of Contact Centre Agents Plan to Quit as Agent Experience Falls Short

Despite advances in AI and automation, contact centre agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say they are likely to leave their current role within the next six months. But there’s a clear path forward: applying AI directly to agent workflows. Continue reading Nearly One-Third of Contact Centre Agents Plan to Quit as Agent Experience Falls Short

NiCE CXone Integration with Epic Brings Patient Engagement and Context into One Workspace

NiCE announced a new native integration between its CX AI platform, CXone, and Epic EHR. This integration brings records and communications together into a single AI-powered interface within Epic, empowering healthcare providers to deliver more connected, efficient, and personalized patient experiences. Continue reading NiCE CXone Integration with Epic Brings Patient Engagement and Context into One Workspace

26North to acquire cloud communications firm Intermedia

26North Partners LP (“26North”) announced that its affiliates have entered into a definitive agreement to acquire Intermedia Intelligent Communications (“Intermedia”), a leading global provider of AI-powered cloud communications, collaboration and customer engagement solutions, from funds managed by Madison Dearborn Partners. Continue reading 26North to acquire cloud communications firm Intermedia