Verizon launched a world-class suite of solutions that blends human and artificial intelligence to enhance the customer engagement experience. Digital Customer Experience (CX) is an end-to-end managed service that deploys automation into enterprise and business owner’s customer experience tools. Continue reading The Customer Experience Just Got Smarter with New Verizon Artificial Intelligence-Based Tools →

Content Guru, is launching new screen recording capabilities for its customers around the world, via the storm® platform. Whether deployed independently to recreate the flow of a digital interaction, or replaying screen activity in conjunction with audio recording, this new capability provides organisations with an expansive view of contact centre operations, enabling them to better understand their agents and optimise customer engagement by improving agent training and enabling scenario reconstruction around disputed events. Continue reading For the Record: storm® Platform Boosts Security Compliance with Advanced Screen Recording →

Jacada, provider of Autonomous CX solutions designed to automate customer service operations and improve the customer experience announced that Ovum, an independent analyst firm, has identified Jacada among the top 10 most notable RPA vendors in a recent Ovum Decision Matrix: Selecting a Robotic Process Automation (RPA) Platform, 2018–19. Continue reading Jacada Recognized by Ovum Among Top 10 RPA Vendors →

IFS, the global enterprise applications company, announces the general availability of IFS Field Service Management™ 6 (FSM 6). With major enhancements and new capabilities, it has been field tested and is already delivering value for early adopter customer Eickhoff, a market leader in technology and services for mining and gearbox applications. Continue reading IFS extends classleading field service offering with IFS Field Service Management 6 →