PRESS RELEASE: Atos, a global leader in digital transformation, has launched the Atos Virtual Assistant (AVA) leveraging a next-generation artificial intelligence engine to automate and expand our IT Service Desk offerings and provide a better user experience as well as enhanced productivity. Built on a strategic partnership with CogniCor, a Barcelona-based innovative AI company, AVA is designed to transform user support as more clients move into adopting a digital environment. Continue reading Atos launches breakthrough AI engine to transform the IT service desk experience →

PRESS RELEASE: Marchex announced the launch of Marchex Speech Analytics, a new solution that enables actionable insights for enterprise and mid-sized companies, helping them understand what is happening on inbound phone calls from consumers to their business. Continue reading Marchex Launches New Speech Analytics Product, Providing Actionable Intelligence from Within the Phone Call →

PRESS RELEASE: ASC announced the successful implementation of its workforce optimization (WFO) solution including speech analytics for Advalia, an advanced business intelligence unit of Call & Call Group, focused on technological innovation of customer management and high-value Business Process Outsourcing services. Continue reading ASC’s Speech Analytics Solution Improves Customer Service at Advalia →

PRESS RELEASE: NICE announced a set of enhancements to its award-winning EVOLVE Workforce Management (WFM) solution that extends its enterprise-class staff forecasting functionality to contact centers of all sizes through the cloud. As part of the first continuous delivery workforce management solution, these powerful forecasting features are easy to use and make accurate capacity planning far more cost-effective. Continue reading NICE EVOLVE WFM Brings Enterprise-Class Forecasting to Organizations of All Sizes through the Cloud →