Freshworks, a global leader in customer engagement software, unveiled Omniroute™, a new, load balancing engine for multi-channel customer inquiries today. Built into Freshdesk, Freshworks’ helpdesk software, this patent-pending technology provides customer service agents with a unified view of customer inquiries regardless of channel and helps them respond to those inquiries more efficiently. Continue reading Freshworks introduces Omniroute™, an omnichannel routing engine that enables better, faster customer service →

NICE introduced NICE Enhanced Strategic Planner (ESP), a cutting-edge offering designed to empower contact centres in making intelligent, accurate long-term workforce planning decisions that drive success. Powered by Artificial Intelligence (AI) and based in the cloud, NICE ESP is easy to use and delivers the comprehensive insights and tools contact centres need to precisely plan and predict capacity needs based on their organisation’s unique requirements. Continue reading NICE Unveils Enhanced Strategic Planner, Unleashing the Power of AI Based Long-Term Planning →

Conduent Incorporated, a digital interactions company, is launching five enterprise platforms to further Conduent’s ability to provide individualised, immediate and intelligent experiences to its customers. The suite of enterprise platforms will deliver customised technology solutions to drive modern digital interactions. Continue reading Conduent Launches Technology Platforms, Powered by Microsoft Azure, to Raise the Digital Interactions Bar →

Artesian Solutions, the powerful Artificial Intelligence driven service that equips commercial teams with the resources they need to succeed, has seen its share of sales to technology companies increase by 255% year-on-year since 2017, despite 2018 marking perhaps the most tumultuous year in recent history for the technology sector, marked by controversy, competition, and a volatile stock market. Continue reading Artesian Solutions Gains Significant Traction in the Technology Sector →