Monthly Archives: October 2018

Market Research

Effective channel shift is less about the technology and more about the people it affects, says Aspect Software

For many a business, encouraging customers to embrace newer, online-based communication channels is a key aim in plans to cut costs and increase business efficiency. In many cases, the discussion around how to implement effective channel shift centres on how to bring in the technologies and processes that make these new channels a reality. However, a more effective approach is to focus on the people that channel shift affects – the customers and employees of the business. This is according to Aspect Software. Continue reading Effective channel shift is less about the technology and more about the people it affects, says Aspect Software →

Technology

CallMiner Updates Real-Time Speech Analytics Platform – Improving Scalability, Speed to Insight, and Integration with Existing Agent Desktops and Workflows

CallMiner, a leading platform provider of award-winning speech and customer engagement analytics, demonstrated its updated real-time speech analytics module, Eureka Alert, at the 10th annual LISTEN customer conference. Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact centre agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues. Continue reading CallMiner Updates Real-Time Speech Analytics Platform – Improving Scalability, Speed to Insight, and Integration with Existing Agent Desktops and Workflows →

Technology

Ushur Accelerates Growth in Automated Service Workflow with $12 Million in Series A Funding

Ushur, a service engagement SaaS platform provider harnessing the power of enterprise data, Robotic Process Automation and Language Intelligence Service Architecture (LISA) announced a $12 million Series A funding round led by premier Silicon Valley venture capital firm 8VC with participation from new and existing seed investors. Continue reading Ushur Accelerates Growth in Automated Service Workflow with $12 Million in Series A Funding →

Acquisitions & Mergers

RingCentral Completes Acquisition of Dimelo, a Leading Digital Customer Engagement Platform

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that it has completed its acquisition of Dimelo, a leading cloud-based digital customer engagement platform. The acquisition of Dimelo further bolsters RingCentral’s leadership position as the #1 cloud communications provider worldwide. Continue reading RingCentral Completes Acquisition of Dimelo, a Leading Digital Customer Engagement Platform →