Inference Extends Support for Google Contact Center AI and Dialogflow

Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations announced global availability of Inference Studio’s latest version, which makes it easier for telecommunications carriers, contact centre software providers and enterprises of all sizes to harness the power of Google’s Contact Center AI (CCAI). Continue reading Inference Extends Support for Google Contact Center AI and Dialogflow

Digicel partners with fastforward.ai to launch customer engagement platform in 31 countries

Digicel Group announced a partnership with FastForward.ai to accelerate its vision to become the digital lifestyle partner for its customers across the Caribbean, Central America and Asia Pacific. FastForward.ai platform will enable Digicel to reach, engage and enable commerce for its customers inside social media and messaging apps. Continue reading Digicel partners with fastforward.ai to launch customer engagement platform in 31 countries

50% of Customer Service Departments Lack the Tools to Provide Automated Personalized Responses

A commissioned study conducted by Forrester Consulting on behalf of Ada found that of more than 100 customer service decision makers in the US, Canada, and the UK, only 21% of those firms surveyed provide highly personalized automated customer service experiences. Continue reading 50% of Customer Service Departments Lack the Tools to Provide Automated Personalized Responses

Bright Pattern Announces Partnership with Blueworx to Deliver a Seamless Approach to Omnichannel Self-Service in the Cloud

Bright Pattern, the leading provider of enterprise contact centre software announces a partnership with Blueworx, a provider of interactive voice and customer experience solutions. Bright Pattern Contact Center Software enables Blueworx to deliver the most innovative and effortless omnichannel solution to midsize and enterprise customers across all industries. Continue reading Bright Pattern Announces Partnership with Blueworx to Deliver a Seamless Approach to Omnichannel Self-Service in the Cloud

LogistiCare Provides Healthcare Access to Millions Across the U.S. With Avaya Communications

LogistiCare, an organization helping state governments and managed care organizations run transportation and integrated health care programs, has chosen Avaya IX contact centre (CC) and unified communications (UC) solutions as its platform for delivering enhanced customer and workforce experiences, providing over 24 million people better access to care in their communities. Continue reading LogistiCare Provides Healthcare Access to Millions Across the U.S. With Avaya Communications

UK retailer David Phillips chooses Talkdesk cloud contact centre solutions for strong Zendesk integration

Talkdesk, the cloud contact centre for innovative enterprises, today announced David Phillips, the U.K.’s premier furnishing service for landlords, agents, developers and individuals, chose Talkdesk to replace its legacy, on-premises contact center system. Continue reading UK retailer David Phillips chooses Talkdesk cloud contact centre solutions for strong Zendesk integration

Freshworks Enriches Freddy, its AI-powered Omnibot, with Predictive Engagement, Enabling Proactive Outreach and Support to Win and Keep Customers-for-Life

Freshworks, a global innovator in customer engagement software, announced its latest advance in AI, wherein it can provide predictive insights into key conversion moments that empowers Sales, Support and Success to proactively identify and act upon customer needs and opportunities. Continue reading Freshworks Enriches Freddy, its AI-powered Omnibot, with Predictive Engagement, Enabling Proactive Outreach and Support to Win and Keep Customers-for-Life

VINCI Highways awarded new management contract for freeflow transactions and customer services on Dublin ring road (M50)

Transport Infrastructure Ireland, the state agency in charge of roads and railways infrastructure in the Republic of Ireland, just signed an 11-year contract with Turas, a joint-venture comprising VINCI Highways, subsidiary of VINCI Concessions, and Abtran, the largest Irish-owned business process management provider, to manage freeflow transactions services and customer relations on the Dublin ring road (M50 motorway). Continue reading VINCI Highways awarded new management contract for freeflow transactions and customer services on Dublin ring road (M50)

Minnies Food Pantry Depends on Mitel for Seamless Communications and Collaboration

Mitel®, a global leader in business communications, is partnering with Minnie’s Food Pantry, a North Texas-based nonprofit and champion in the fight against hunger, to power the organization’s connections with a cloud-based solution designed to support the mission of providing healthy meals and resources for families in need. Continue reading Minnies Food Pantry Depends on Mitel for Seamless Communications and Collaboration