NICE Announces the New Generation of Interaction Analytics with AI-Based Anomaly Discovery and Correction

NICE announced that its analytics offering now includes cutting-edge AutoDiscovery capabilities. Leveraging AI-based unsupervised machine learning, these capabilities provide organizations with cross-channel insights on service anomalies and surfaces areas that are customer pain points. As a result, organizations can swiftly remedy issues as they emerge, improving customer experiences and loyalty. Continue reading NICE Announces the New Generation of Interaction Analytics with AI-Based Anomaly Discovery and Correction

Nuance Gatekeeper Delivers AI-Powered Security and Biometrics to Attack $4 Trillion Global Fraud Problem

Nuance announced Nuance Gatekeeper, the world’s most advanced biometrics solution for authenticating customers and enabling fraud detection. Available as a fully scalable cloud service, the solution allows enterprises to confirm the identity of customers and detect potential fraudsters over voice and text channels using an unparalleled set of characteristics and traits about an individual. Continue reading Nuance Gatekeeper Delivers AI-Powered Security and Biometrics to Attack $4 Trillion Global Fraud Problem

Talkdesk secures TrackTik with unmatched reliability and seamless Salesforce integration

Talkdesk®, Inc., the cloud contact centre for innovative enterprises announced TrackTik Software Inc. will move to Talkdesk for improved call quality, scalability and seamless integration with Salesforce. Impeded by the limitations of its previous provider, TrackTik is partnering with Talkdesk to provide and maintain a high-quality customer experience as the company scales internationally. Continue reading Talkdesk secures TrackTik with unmatched reliability and seamless Salesforce integration

Sutherland Partners with Leading AI Provider to Create the Contact Centre for the Future

Sutherland, the digital transformation company, announced a strategic partnership with Augment CXM, the provider of AI-powered management tools for contact centres, to deliver Sutherland CXi, an AI-driven solution that can observe patterns, predict outcomes and provide real-time guidance to enhance customer–agent interactions. Continue reading Sutherland Partners with Leading AI Provider to Create the Contact Centre for the Future

Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group

CallMiner, the leading provider of speech and customer engagement analytics solutions, announced that it has expanded its partnership with Sitel Group, one of the largest customer experience (CX) management companies in the world, to further improve customer interactions with CallMiner’s artificial intelligence (AI)-based analytics platform, Eureka. Continue reading Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group

O2 (Telefónica UK) chooses MDS Global to enhance Direct Partner Capabilities with New Insight Portal

O2 (Telefónica UK) and MDS Global Ltd, a leading BSS-as-a-Service provider, have developed and implemented a new Partner Insight Portal – providing O2’s Direct Partners with focused customer and business intelligence. The data-rich portal aims to improve customer service, as well as facilitating bespoke billing and information for sales acquisition. Continue reading O2 (Telefónica UK) chooses MDS Global to enhance Direct Partner Capabilities with New Insight Portal

NTT appoints Paolo Masselli as Chief Executive Officer for UK&I

NTT Ltd., the world-leading global technology services provider, announces Paolo Masselli as Chief Executive Officer for its UK and Ireland business. Masselli takes the role after serving as NTT Ltd.’s Chief Go-To-Market Practices Officer and will report directly to NTT Ltd.’s Global Chief Executive Officer, Jason Goodall to drive growth across the UK&I as a region. Continue reading NTT appoints Paolo Masselli as Chief Executive Officer for UK&I

CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands

CGS, a global provider of business applications, enterprise learning and outsourcing services announced findings from its 2019 CGS Customer Service Chatbots & Channels Survey. The results showed that consumers willingness to use AI as a go-to resource is waning as they struggle to have productive interactions. Continue reading CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands

Carousel Industries Adds Key Technical Leaders to Rapidly Growing Contact Centre Solutions Practice

Carousel Industries, a leading national IT, managed services and cloud provider with an unwavering focus on ensuring customer success, continues to expand its Contact Center Solutions practice naming contact centre industry veterans Pundari Pothini as Director of Customer Experience Technology and Andrew Rogers as Director of Contact Center Technology. Continue reading Carousel Industries Adds Key Technical Leaders to Rapidly Growing Contact Centre Solutions Practice