Google and AudioCodes Collaborate to Bring Telephony Voice Services to Google Dialogflow Virtual Agents

AudioCodes, a leading vendor of advanced voice networking and media processing solutions for the digital workplace announced that it is collaborating with Google to integrate telephony voice services with virtual agents developed with the Google Dialogflow bot framework. Continue reading Google and AudioCodes Collaborate to Bring Telephony Voice Services to Google Dialogflow Virtual Agents

Vision Critical Introduces Touchpoint App For Broad Engagement

Vision Critical introduced its latest innovations to improve customer experience. Touchpoint is a new cloud-based application that enables brands to create quick and engaging interactions with broader customer bases while also extending the already deep functionality within the Sparq communities platform to collect actionable customer insights. Continue reading Vision Critical Introduces Touchpoint App For Broad Engagement

Cupola Ensures Business Continuity for Its Customers with Enhancements to Contact Centre Capabilities

Recognizing the urgent need for organizations to maintain business continuity through the current global crisis, Cupola Teleservices, the Middle East’s pioneer in outsourced contact centre services has worked with Avaya, its trusted partner for advanced contact centre and collaboration solutions, to further enhance its contact centre capabilities. Continue reading Cupola Ensures Business Continuity for Its Customers with Enhancements to Contact Centre Capabilities

The Coca-Cola Company announces strategic partnership with Microsoft to transform global engagement and experiences

The Coca-Cola Company announced a five-year agreement with Microsoft to standardize its business operations on Microsoft’s cloud and deliver rich new digital experiences that will provide innovative solutions to modernize how the company engages with employees and customers. Continue reading The Coca-Cola Company announces strategic partnership with Microsoft to transform global engagement and experiences

Vocalcom reinvents the customer experience with Vocalcom Hermes360

Vocalcom, the global leader in customer experience and omnichannel contact centre solutions, unveils its new contact centre solution Vocalcom Hermes360, available in the Cloud or on-premise. Intuitive, omnichannel, and AI-ready, Vocalcom Hermes360 allows contact centres to improve the agent experience and customer satisfaction at the same time, regardless of location or communication channel used. Continue reading Vocalcom reinvents the customer experience with Vocalcom Hermes360

Bright Pattern Announces Partnership with NewGO to Power Digital Transformation for Contact Centres

Bright Pattern announces its partnership with NewGO, leading provider of CX solutions, to deliver strategic CX solutions that drive revenue. Bright Pattern Contact Center software combined with NewGO professional services provides the most innovative and effortless omnichannel solution to midsize and enterprise companies. Continue reading Bright Pattern Announces Partnership with NewGO to Power Digital Transformation for Contact Centres

AWS Announces General Availability of Amazon Augmented Artificial Intelligence (A2I)

Amazon Web Services (AWS), an Amazon.com company, announced the general availability of Amazon Augmented Artificial Intelligence (A2I), a fully managed service that makes it easy to add human review to machine learning predictions to improve model and application accuracy by continuously identifying and improving low confidence predictions. Continue reading AWS Announces General Availability of Amazon Augmented Artificial Intelligence (A2I)

Genesys Expands Executive Team with Proven SaaS Executives

Genesys® announced three strategic additions to its executive team, including Eva Majercsik as chief people officer (CPO). To strengthen its Multicloud Solutions business unit, the company also named John Hernandez as senior vice president and general manager for Genesys Engage™ and Raj Patel as senior vice president of cloud engineering and operations. Continue reading Genesys Expands Executive Team with Proven SaaS Executives