NICE inContact, a NICE business, announced that the Total Economic ImpactTM of NICE inContact CXone, a study conducted by independent research firm Forrester Consulting and commissioned by NICE inContact, reveals CXone delivers a three-year total benefit of $25.9 million and a net present value (NPV) of $19.8 million for a composite contact center operation of 1,100 seats; the composite represents aggregated feedback from multiple CXone customers. Continue reading NICE inContact CXone Delivers Big Payoff of $25.9 Million For Representative 1,100 Seat Organization →

Zoho unveiled Zia Voice, the first conversational AI for sales teams that adds speech and chat capabilities to Zia, Zoho’s AI-powered sales assistant. Zia can now also predict deal closures and analyze email sentiment. Continue reading Zoho CRM Introduces Zia Voice, the First Conversational AI for Sales Teams, Along With Catalyst, a Hyper-Customization Platform for Enterprises →

Confirmit has announced the promotion of Claire Sporton to the role of SVP, Customer Experience Innovation. In this newly-created position, Sporton will be responsible for ensuring that the company continues to deliver the market-leading expertise and technology that businesses need to support their CX programs. Continue reading Confirmit Promotes Claire Sporton to SVP, Customer Experience Innovation →

Blue Jeans Network, Inc., the first cloud service to connect desktops, mobile devices and room systems in one video meeting, and Voicera, the leader in voice AI for the workplace, today announced availability of in-meeting transcription powered by an artificial intelligence assistant, Eva. Continue reading BlueJeans and Voicera Partner to Deliver a Modern Meeting Experience Powered by AI →