NICE announced that CXone integrates Sentiment Analysis data on top of intelligent routing, both driven by AI, to hyper-personalize customer and employee experiences. Adding Nexidia’s AI-driven Sentiment Analysis to Predictive Behavioral Routing’s (PBR) AI-based routing strategy, CXone now factors in customer preferences, in addition to personality, when connecting employees and customers in real-time. Continue reading NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data
Monthly Archives: January 2020
Cisco Contact Centre Portfolio Enhancements Revolutionize Customer and Agent Experiences
The world’s best brands earn customer loyalty over years, even decades – only to lose it in a few seconds if the customer experience is not stellar. While customer needs and expectations have changed, the ways in which companies respond have not kept pace. It’s time for a radical change. Continue reading Cisco Contact Centre Portfolio Enhancements Revolutionize Customer and Agent Experiences
PCI Pal® Launches PCI Pal Digital for Omnichannel Payment Security
PCI Pal®, the global provider of secure payment solutions, has announced the launch of PCI Pal Digital. Combined with its existing Agent Assist and IVR payment solutions, PCI Pal Digital enables a true omnichannel secure payments environment for businesses and contact centres taking payments across the globe. Continue reading PCI Pal® Launches PCI Pal Digital for Omnichannel Payment Security
2019 in the contact centre: a year in review
2019 was a big year for contact centre technology, and while advances continue thick and fast, so much has changed that pinpointing exact key trends is often challenging. The industry’s digital revolution is only growing in momentum, too. Continue reading 2019 in the contact centre: a year in review
Swyx offers comprehensive telephony functions with Microsoft Teams
Swyx connects its communications solution with Microsoft Teams, offering users even greater functionality and flexibility. Continue reading Swyx offers comprehensive telephony functions with Microsoft Teams
Stroitelny Dvor Migrates From Avaya To Noda Contact Center Platform
Stroitelny Dvor, one of the largest Russian DIY retailers, has completed the overhaul of its geographically distributed contact centre. Within the project, the retailer’s contact centre migrated from Avaya platform to a Russian solution, Noda Contact Center, which enabled the company to automate the work of its contact centre facilities in Tumen and Tomsk and boost the system’s fault tolerance under peak loads. Continue reading Stroitelny Dvor Migrates From Avaya To Noda Contact Center Platform