Why speech analytics are key to contact centre success post-pandemic

Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact centre than ever before. Amanda Riches, Senior Director of Professional Services EMEA at Medallia, discusses why now is the time to implement speech analytics into contact centre operations, to better understand the end-to-end customer experience and prevent customer churn… Continue reading Why speech analytics are key to contact centre success post-pandemic

Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers

Inbenta Technologies, a global leader in Symbolic AI-based Customer Interactions applications (artificial intelligence (AI) and natural language processing (NLP) products) announced a new partnership with IntelePeer, a leading Communications Platform as a Service (CPaaS) provider. Continue reading Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers

New Unbabel Portal Unveiled to Manage Customer Service Language Operations

Unbabel, the AI-powered, human-refined translation platform that enables multilingual customer service at scale, launched the Unbabel Portal, an interface on top of the Unbabel Platform, which offers customers the most dynamic visualization and increased control over language operations. Continue reading New Unbabel Portal Unveiled to Manage Customer Service Language Operations

IntelePeer Launches New Atmosphere® CPaaS Connectors for Contact Centres

IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced Atmosphere® CPaaS Connectors for contact centres. The new offering enables enterprises to add cloud-delivered CX applications such as omni-channel automation, artificial intelligence (AI), and analytics to their existing on-premises and hybrid contact centres. Continue reading IntelePeer Launches New Atmosphere® CPaaS Connectors for Contact Centres

Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe

Customer engagement company Airship detailed the amazing success three brand marketers have achieved using Airship Journeys to more quickly and easily improve the business impact of cross-channel customer journeys. The customer journeys these marketers have optimized have driven double- and even triple-digit percentage performance improvements over baselines established by control groups. Continue reading Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe

Dynamic Yield and e-Spirit Expand Partnership for Fast and Easy Delivery of Personalized Digital Experiences

Dynamic Yield, the Experience Optimization Platform, and e-Spirit, maker of the industry-leading FirstSpirit DXP (digital experience platform) and hybrid headless CMS, announced an expansion of their strategic partnership that will allow brands greater access to the creation of personalized digital experiences at scale. Continue reading Dynamic Yield and e-Spirit Expand Partnership for Fast and Easy Delivery of Personalized Digital Experiences

Natalie Sehnal appointed Business Development Director at Whistl Gateshead

Whistl, the leading delivery management company in the UK, has promoted Natalie Sehnal to Business Development Director for its Fulfilment and Contact Services division based in Gateshead. Natalie has been with the business 18 years joining Spark Response which Whistl acquired in 2018. Continue reading Natalie Sehnal appointed Business Development Director at Whistl Gateshead

CXone Analytics Boosts Contact Centre Performance and Extreme Agility

NICE inContact, a NICE business, introduced CXone Performance Analytics integrated with Salesforce Einstein, an AI-powered analytics application that uncovers new contact centre performance insights by analysing blended contact centre and CRM data and pinpoints specific recommendations to improve key performance indicators (KPIs). Continue reading CXone Analytics Boosts Contact Centre Performance and Extreme Agility

Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Organizations Worldwide

Verint® announced an expanded partnership with Avaya, a global leader in solutions to enhance and simplify communications and collaboration, to integrate Verint Knowledge Management with Avaya OneCloud CCaaS, a modern browser-based desktop that consolidates relevant customer details, including customer journey touchpoints, and frequently used applications into a consolidated view to increase customer responsiveness, eliminate screen switching and personalize customer interactions. Continue reading Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Organizations Worldwide

C3.ai, Microsoft, and Adobe combine forces to re-invent CRM with AI

C3.ai, Microsoft, and Adobe announced the launch of C3 AI® CRM powered by Microsoft Dynamics 365. The first enterprise-class, AI-first customer relationship management solution is purpose-built for industries, integrates with Adobe Experience Cloud, and drives customer-facing operations with predictive business insights. Continue reading C3.ai, Microsoft, and Adobe combine forces to re-invent CRM with AI

Sprinklr Supports L’Oréal’s Customer Care Transformation Across 36 Brands

Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, announced that it is supporting L’Oréal, the world’s largest cosmetics company, by providing an easy way for customers to get the personalized answers they need about any product, on any social media or messaging channel. Continue reading Sprinklr Supports L’Oréal’s Customer Care Transformation Across 36 Brands