Puzzel has announced the latest capabilities of its cloud-based contact centre solution, designed to add a new dimension to agent and customer self-service. Puzzel’s Agent Assist, based on Artificial Intelligence (AI), empowers agents with instant access to intelligent information from a wide range of enterprise applications including CRM systems, Chatbots and knowledgebases. Continue reading Puzzel taps into the power of Artificial Intelligence to launch Agent Assist
Daily Archives: October 17, 2019
Verint Introduces AI-Infused Knowledge Management for ‘Knowledge as a Service’
Verint® announced the release of the latest enhancements to Verint’s Knowledge Management Professional™ solution, including patented AI technology and new automation features that create an automated, intelligent and efficient way to connect people to knowledge, ushering in a new era of “Knowledge Anywhere.” Continue reading Verint Introduces AI-Infused Knowledge Management for ‘Knowledge as a Service’
As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business
CallMiner, the leading provider of speech and customer engagement analytics solutions unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. Continue reading As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business
Noble Systems Issued 200th Patent for Contact Centre Technology
Noble Systems Corporation, a global leader in omnichannel contact centre technology solutions, announces the issuance of its 200th U.S. patent. This milestone reflects the company’s ongoing commitment to maintaining a strong patent portfolio program, protecting Noble Systems’ product innovations in order to safeguard technology investments and business advantages for its clients. Continue reading Noble Systems Issued 200th Patent for Contact Centre Technology
Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre
NICE inContact, a NICE business announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact centre. Continue reading Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre
New survey reveals UK consumers more likely to ditch Facebook services than Huawei products
Open-Xchange, the open source communications software provider announces the results of a UK consumer survey conducted by Censuswide. The survey examines attitudes towards the big messaging platform providers (i.e. Facebook Messenger, WhatsApp), as well as wider consumer trust in the technology sector. Continue reading New survey reveals UK consumers more likely to ditch Facebook services than Huawei products