Mitel®, a global leader in business communications announced it has signed a master agent agreement with Westcon-Comstor to expand availability of Mitel’s growing UCaaS portfolio across EMEA and APAC. Continue reading Mitel Grows Access to UCaaS Solutions in EMEA and APAC with Expanded Westcon-Comstor Partnership
Audax Private Equity today announced it has made an investment in Astute, Inc. a leading provider of AI-driven customer engagement, digital self-service, and first-party consumer data management software headquartered in Columbus, OH. Continue reading Audax Private Equity Announces Partnership with Astute, Inc.
SAP announced enhancements to its Next-Generation Support concept. These include developments to AI-driven features such as incident solution matching and real-time support resources like the Schedule an Expert and Expert Chat services. Continue reading Next-Generation Support From SAP Leverages Machine Learning and AI to Improve Customer Experience
Based on its recent analysis of the global AI-powered customer routing solutions for the contact centre market, Frost & Sullivan recognizes Afiniti with the 2019 Global Visionary Innovation Leadership Award. Afiniti cultivates empathetic and personalised interactions by utilizing machine learning algorithms to identify subtle patterns of human behaviour and pair customers with contact agents in unique ways. Continue reading Afiniti Commended by Frost & Sullivan for its Vision of Using AI to Strategically Match Customers with Service Agents in Contact Centres
everis, leader IT consultancy company, and Infobip, global cloud communications company for businesses, and a leader in omnichannel engagement, announced a partnership that will combine the power of Infobip’s global messaging infrastructure with everis’ expertise creating the customer experience between brands and their customers. Continue reading everis and Infobip Partner to Offer Omnichannel Customer Experience
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations. Continue reading Centralized or de-centralized WFM: 5 ways to strike the perfect balance