NICE Launches Enlighten AI for Vulnerable Customers

NICE announced the launch of Enlighten AI for Vulnerable Customers to support UK businesses in providing fair treatment to vulnerable consumers and driving compliance with the Financial Conduct Authority (FCA) regulation. By analysing every voice or digital interaction in real-time, contact centres can identify and respond to consumers susceptible to detriment. Continue reading NICE Launches Enlighten AI for Vulnerable Customers

NICE CXone Accelerates CX Digital Transformation with New Integrated Intelligent Self-Service and Enlighten AI-Powered Agent Engagement Solutions

NICE announced the CXone Fall 2021 release, which includes innovative capabilities that help businesses address the growing demand for digital interactions and intuitive self-service. CXone’s powerful new intelligent and effective self-service options enable businesses to deliver answers faster, boost CSAT and accelerate digital transformation. Continue reading NICE CXone Accelerates CX Digital Transformation with New Integrated Intelligent Self-Service and Enlighten AI-Powered Agent Engagement Solutions

8×8 Delivers New XCaaS™ Enterprise Meetings Capabilities for Improved Company-wide Collaboration

8×8, a leading integrated cloud communications platform, announced new 8×8 XCaaS™ (eXperience Communications as a Service™) enhancements, including advanced enterprise features to optimize the moderation, performance monitoring, and participant engagement of large meetings, expanded global reach, and additional customer engagement features. Continue reading 8×8 Delivers New XCaaS™ Enterprise Meetings Capabilities for Improved Company-wide Collaboration

Firstsource Selects NICE WFM Cloud to Unlock the Power of Digital Transformation

NICE announced that Firstsource Solutions Ltd. (Firstsource), a global business process solutions provider and an RP-Sanjiv Goenka Group company, is transitioning its workforce management operations to the cloud with NICE’s Workforce Management (WFM) suite, as part of its “Digital First, Digital Now” strategy. Continue reading Firstsource Selects NICE WFM Cloud to Unlock the Power of Digital Transformation

Sitel Group® Receives 2021 Customer Experience Innovation Award from CUSTOMER Magazine

Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions, announced that TMC, a global, integrated media company, has named its Zenni Case Study as a 2021 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine. Continue reading Sitel Group® Receives 2021 Customer Experience Innovation Award from CUSTOMER Magazine

CommBox, a SaaS Omnichannel Customer Communication Solution, Announces Strategic Growth Investment From PSG

CommBox, a SaaS-based omnichannel customer support solution that enables enterprise customer support teams to seamlessly communicate with their customers over a variety of communication channels, announced a growth investment from PSG, a leading growth equity firm partnering with middle-market software and technology-enabled services companies. Continue reading CommBox, a SaaS Omnichannel Customer Communication Solution, Announces Strategic Growth Investment From PSG

Forsta Receives 2021 Customer Experience Innovation Award from CUSTOMER Magazine

Forsta, the leading Customer Experience and Research Technology company created by the merger of Confirmit, FocusVision and Dapresy, announced that TMC, a global, integrated media company, has named the Forsta Platform as a 2021 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine. Continue reading Forsta Receives 2021 Customer Experience Innovation Award from CUSTOMER Magazine

LivePerson acquires VoiceBase and Tenfold to power scaled Voice AI innovation

LivePerson, a global leader in Conversational AI, announced two major strategic acquisitions: VoiceBase, a leader in real-time speech recognition and conversational analytics; and Tenfold, the world’s most advanced customer engagement platform for integrating communication systems with leading CRM and support services. Continue reading LivePerson acquires VoiceBase and Tenfold to power scaled Voice AI innovation

Haptik launches new self-serve Enterprise CX Platform to enable Conversational AI solutions in less than 7 days

Jio Haptik Technologies Limited (Haptik), a subsidiary of the $70 billion Jio Platforms group, announced the launch of their new self-serve Enterprise CX platform to help brands build cutting edge Intelligent Virtual Assistants in a low code environment and go live within a few days. Continue reading Haptik launches new self-serve Enterprise CX Platform to enable Conversational AI solutions in less than 7 days

Khoros Collaborates with AWS to Integrate Amazon Connect Into its Digital Contact Center Solution

Khoros, an award-winning leader in digital-first customer engagement software and services, announced an expanded collaboration with Amazon Web Services, Inc. (AWS) which will include an integration with Amazon Connect, a cloud-based contact centre service platform, to bring industry-leading voice capabilities into Khoros’ artificial intelligence (AI)-powered contact centre solution. Continue reading Khoros Collaborates with AWS to Integrate Amazon Connect Into its Digital Contact Center Solution