Genesys® introduced the industry’s most revolutionary routing engine at CX18, its annual customer conference taking place this week in Nashville. Powered by new artificial intelligence (AI) capabilities, Genesys Predictive Routing uses historical performance data and matches customer and employee attributes to predict which contact center resource is the most likely to achieve targeted business goals. Continue reading New Artificial Intelligence-Powered Routing Engine by Genesys Creates World’s Most Predictive Customer Experiences
Monthly Archives: May 2018
Record 700 Customers Pick Genesys to Propel Customer Experience Transformation
Genesys® has grown its market share with nearly 700 organisations moving from legacy contact center systems to the Genesys Customer Experience Platform since the start of 2017. The company made the announcement at CX18, its annual customer conference taking place this week in Nashville. Continue reading Record 700 Customers Pick Genesys to Propel Customer Experience Transformation
Puzzel announces new Chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Continue reading Puzzel announces new Chat bot functionality and GDPR readiness
Cisco Announces Intent to Acquire Accompany
Cisco announced its intent to acquire Accompany, a privately held company based in Los Altos, Calif. The company provides an AI-driven relationship intelligence platform for finding new prospects, navigating the selling process, and strengthening relationships. Accompany Founder and CEO Amy Chang will join Cisco as senior vice president in charge of the Collaboration Technology Group. Continue reading Cisco Announces Intent to Acquire Accompany
Five9 Appoints Industry Veteran Rowan Trollope as New CEO
Five9, a leading provider of cloud contact centre software for the digital enterprise, announced that its Board of Directors has appointed Rowan Trollope as CEO effective May 3rd. Trollope was formerly SVP & General Manager of Cisco’s Applications Group. Continue reading Five9 Appoints Industry Veteran Rowan Trollope as New CEO
Vonage Launches Chatbot Integration for Workplace by Facebook
Vonage, a business cloud communications leader, has announced the launch of its newest chatbot, Vee for Workplace by Facebook. An exciting development within the cloud communications industry, Vonage has partnered with Facebook to provide Workplace users with virtual assistant capabilities to create and manage AI-enabled conferencing. Continue reading Vonage Launches Chatbot Integration for Workplace by Facebook