CallMiner Introduces Consolidated Platform for Real-Time and After-Contact Customer Engagement with New Analytics Modules

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced the launch of its comprehensive CallMiner Eureka platform and new analytics modules: Analyze, Coach, API, Redact, and Alert. Powered by the Eureka data mining engine, the new modules are built to meet the full range of customer intelligence needs from real-time to post-contact analysis. Continue reading CallMiner Introduces Consolidated Platform for Real-Time and After-Contact Customer Engagement with New Analytics Modules

Serenova Fully Integrates Quality Management with CxEngage

Serenova, a leading CCaaS and WFO provider unveiled CxEngage Quality Management (CxQM). Fully embedded in Serenova’s CCaaS solution, CxEngage, CxQM captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate, and improve the quality of customer experience – all backed by the flexibility of the cloud. Continue reading Serenova Fully Integrates Quality Management with CxEngage

Cogito Appoints Seasoned Contact Centre Leader to Serve Growing Client Base

Cogito, a leader in real-time emotional intelligence solutions announced the appointment of Jim Gomez to Senior Vice President of Client Services. Jim will be responsible for client delivery and support, including the implementation of Cogito’s augmented intelligence solution, which provides live in-call guidance to customer service and sales agents. Continue reading Cogito Appoints Seasoned Contact Centre Leader to Serve Growing Client Base

Will AI eliminate humans in the retail contact centre?

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact centre?” On one side of projections, analysts cite a dismal future for the role of live agents in retail, with estimates of redundancy within the decade. These sensationalists, as I’ll call them, are more interested in evoking shock than they are in preparing customer experience leaders for the future. Continue reading Will AI eliminate humans in the retail contact centre?