Genesys®, a global leader in omnichannel customer experience and contact center solutions, has been named a leader in Ovum’s 2017-2018 Decision Matrix.* The report, Selecting a Multichannel Cloud Contact Center Solution, recognized Genesys as the vendor with the biggest market impact compared to other vendors evaluated in the Decision Matrix. Continue reading Genesys Bubbles Up as Clear Market Leader in Multichannel Cloud Contact Center, Says Independent Analyst Firm
Monthly Archives: December 2017
Over record-breaking Cyber Weekend, customer service messaging is clear winner with 160% year over year growth
LivePerson, the leading provider of cloud mobile and online business messaging solutions, reported a record amount of growth in messaging communications through its platform during Cyber Weekend, the five-day period between Thanksgiving and Cyber Monday. Continue reading Over record-breaking Cyber Weekend, customer service messaging is clear winner with 160% year over year growth
Nuance Expands Vision and Leadership of Cognitive Innovation Group (CIG), Making AI Real for the Enterprise
Nuance announced the expansion of its Cognitive Innovation Group (CIG) which is focused on applying the latest advancements in machine learning and AI to augment, automate and improve customer service across channels. First launched in 2012, CIG’s AI Lab incubated and unveiled Nina, the first conversational AI solution for mobile customer service, and spearheaded research, and roll out, of Nuance’s Human Assisted Virtual Assistant (HAVA) solution, which is now branded as Nina Coach. Continue reading Nuance Expands Vision and Leadership of Cognitive Innovation Group (CIG), Making AI Real for the Enterprise
Optus Business Offers Industry’s Most Modern Customer Experience Management Platform To Australian Businesses
Optus Business expanded its customer experience management solutions with the launch of Optus Customer Engagement Management as a Service (CEMaaS), providing Australian businesses with a single, cloud-hosted package to improve their customer relationships. Continue reading Optus Business Offers Industry’s Most Modern Customer Experience Management Platform To Australian Businesses
Altitude Announces the Appointment of Daniel Lopez as Vice President for Latin America
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, announced that Daniel Lopez has been appointed Vice President for Latin America. Continue reading Altitude Announces the Appointment of Daniel Lopez as Vice President for Latin America
NICE Enhances NICE COMPASS with Automated System Health Checks for Voice Trade Communications and Recording
Financial Services Organizations (FSOs) are under mounting pressure from financial regulators to provide accurate records of trading communications. Under MiFID II’s strict regulations, which goes into effect on January 3, 2018, FSOs will have to ensure that the systems used to conduct and record trading com-munications are fully operational at all times, and that captured voice recordings are of high quality and useable, to avoid additional scrutiny from regulators and possible financial penalties. Continue reading NICE Enhances NICE COMPASS with Automated System Health Checks for Voice Trade Communications and Recording