NICE announced that NEVA, its attended automation offering, is now enriched with NICE Enlighten AI’s real-time behavioural and conversational insights, ensuring hyper-personalized service experiences. This first-of-its-kind innovation enables a real-time understanding of agent behaviours, providing desktop and interaction guidance to accurately meet customer needs. Continue reading NICE Infuses NEVA Desktop Guidance with Real-Time Behavioral Insights from Enlighten AI
Daily Archives: March 18, 2021
Avaya Spaces® Adds New Capabilities to Its Modern Workstream Collaboration Platform for the Hybrid Work-From-Anywhere Era
Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced new capabilities for Avaya Spaces, the modern workstream collaboration (WSC) platform that offers evolved Unified Communications capabilities via a user’s preferred device. Continue reading Avaya Spaces® Adds New Capabilities to Its Modern Workstream Collaboration Platform for the Hybrid Work-From-Anywhere Era
LivePerson and Medallia Announce Partnership to Make Experience Management Conversational
LivePerson, a global leader in Conversational AI, and Medallia, a global leader in experience management and engagement, announced a new partnership to seamlessly integrate conversations and surveys to help brands measure and respond to customer and employee signals in real time. Continue reading LivePerson and Medallia Announce Partnership to Make Experience Management Conversational
Making the move to cloud in contact centres: 3 key questions to ask
As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach… Continue reading Making the move to cloud in contact centres: 3 key questions to ask
USU Teams up with NICE inContact as a DEVone Partner for Knowledge Management
USU, a leading provider of business knowledge management solutions, announces a DEVone ecosystem partnership agreement with NICE inContact, industry leader of cloud contact centre software. The partnership will deliver NICE inContact CXone – the world’s #1 native cloud contact centre platform – and USU Knowledge Management to thousands of customer service organizations across the globe. Continue reading USU Teams up with NICE inContact as a DEVone Partner for Knowledge Management
Webhelp solidifies footprint in Latin America with Dynamicall
Webhelp, the European leader in Customer Experience and Business Solutions, announces that it has acquired Dynamicall, a leading Peruvian BPO player with over 4.500 employees based in Lima. This acquisition is the latest in a line of sizable and strategic M&A activities over the past five years. Continue reading Webhelp solidifies footprint in Latin America with Dynamicall