Teleopti Receives Patent for Chat Staffing Algorithm

Teleopti, an industry leader for cutting-edge, user-friendly workforce management solutions, is excited to receive the patent for a chat staffing algorithm. Having been the first in the industry to provide a WFM solution for multi-skill, multi-channel forecasting and scheduling, Teleopti’s advanced chat resourcing calculations support contact centres in embracing digitalization with far greater certainty while efficiently meeting customers on the platforms they wish to communicate. Continue reading Teleopti Receives Patent for Chat Staffing Algorithm

NICE Launches First of its Kind Proactive Fraudster Exposure Solution, Driving a Quantum Leap in Identity Theft Prevention

NICE unveiled an innovative, new Proactive Fraudster Exposure capability in its NICE Real-Time Authentication (RTA) solution that empowers contact centres to expand and augment their defense against fraud. Based on unique machine learning technology, the new capability allows contact centres to automatically prevent fraud before it happens by identifying previously unknown fraudsters and blocking them from committing fraud. Continue reading NICE Launches First of its Kind Proactive Fraudster Exposure Solution, Driving a Quantum Leap in Identity Theft Prevention

Tungsten Network selects NewVoiceMedia as contact centre partner to transform service experience for global customer base

NewVoiceMedia, a leading provider of cloud contact centre and inside sales solutions, announced that Tungsten Network has selected its NVM Platform to better serve its global customer-base by delivering exceptional, emotive experiences. Continue reading Tungsten Network selects NewVoiceMedia as contact centre partner to transform service experience for global customer base

CoreDial Launches its CoreNexa™ Contact Center Platform

CoreDial, LLC, a leading Unified Communications as a Service (UCaaS) provider, has launched the new CoreNexa™ Contact Center hosted platform for its channel partners. This feature-rich solution can be integrated into existing CoreDial environments, allowing channel partners to deliver a full range of customer engagement capabilities for their current customers. Continue reading CoreDial Launches its CoreNexa™ Contact Center Platform

Forrester Launches CX Certification

Forrester announced the launch of its CX Certification product, a first-of-its-kind training program that builds the skills companies need to create better customer experiences. The program offers a unique blend of hands-on learning and self-paced lessons in a digital learning platform, taught by Forrester experts drawing on more than 20 years of customer experience thought leadership. Continue reading Forrester Launches CX Certification

Mitel Introduces CCaaS Solution to Enable Businesses to Provide More Intelligent Customer Experiences

Mitel® is giving businesses more ways to keep up with ever-rising customer expectations through the introduction of MiCloud Engage Contact Center, a highly-insightful Contact Center-as-a-Service (CCaaS) platform, and the latest release of MiCloud Flex, a Mitel flagship UCaaS solution. Continue reading Mitel Introduces CCaaS Solution to Enable Businesses to Provide More Intelligent Customer Experiences

NICE inContact Recognises Stand-Out CXone Application Partners at Second Annual DEVone Partner Conference

NICE inContact, a NICE business, announced its 2018 DEVone Partner Award winners, who were recognized at the NICE inContact second annual DEVone Partner Conference attended by more than 350 partners and NICE inContact employees. Nearly half of all 100-plus DEVone partners showcased and demonstrated products built for NICE inContact CXone, the world’s #1 cloud customer experience platform. Continue reading NICE inContact Recognises Stand-Out CXone Application Partners at Second Annual DEVone Partner Conference

Polycom Announces New Open SIP Phones and Supporting Cloud Service to Meet the Needs of Modern Telephony

Polycom, a part of Plantronics announced the availability of its updated line of VVX Series Business IP Phones. The VVX x50 portfolio offers service provider partners a breakthrough in the balance between affordability and features. Model by model, the next-generation desktop phones marry Polycom’s legendary audio performance and proven quality with a more robust feature set than comparable models from other providers. Continue reading Polycom Announces New Open SIP Phones and Supporting Cloud Service to Meet the Needs of Modern Telephony

Jane.ai Adds HubSpot Integration to Provide Customers Easier Access to Platform Intelligence

Jane.ai, the first truly AI-Powered Teammate designed for the workplace, officially announced that starting September 1, Jane.ai will release a HubSpot integration to provide users of HubSpot, the leading inbound marketing and sales growth platform, with more flexibility and instant access to the platform’s intelligence. Continue reading Jane.ai Adds HubSpot Integration to Provide Customers Easier Access to Platform Intelligence

Most Customers Hate AI & Chatbots for This Reason…

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Continue reading Most Customers Hate AI & Chatbots for This Reason…

Freshworks Brings Context to Collaboration with Freshconnect

Freshworks, the global leader in customer engagement cloud software announced the launch of Freshconnect, a new contextual collaboration solution for support and sales teams. Immediately available to Freshdesk and Freshsales users, the new collaboration tool makes it easy for customer-facing and internal teams to work more efficiently with each other on customer issues and sales deals. Continue reading Freshworks Brings Context to Collaboration with Freshconnect