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 →

Intradiem, the leading provider of Intelligent Automation solutions for contact centre and back-office customer service teams, announces the release of its new Staffing use case. Continue reading Intradiem Releases New Staffing Use Case →

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, 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 →

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 →

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, 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 →

Puzzel, the leading European provider of cloud contact centre solutions, has announced the signing of a new strategic alliance with EvaluAgent, a leading Quality Assurance and Performance Management platform. Continue reading Puzzel signs strategic alliance with EvaluAgent →