The massive increase in digital channel adoption has added significant complexity to workforce management forecasting and scheduling. To help organizations address this development, NICE announced that its workforce management solution now includes extensive innovation that helps organizations optimize digital channel management and improve customer and employee experiences. Continue reading NICE Adds Powerful Innovations to Optimize Workforce Management and Improve Experiences for Digital Consumers
Following the company’s focus on continual development in the region, Aculab announced that Brien Jones-Lantzy joined as Director of Strategy and Growth in the Americas with Brody Bryant as Vice President of Sales Americas Region. Continue reading Aculab expands Executive Leadership Team
The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead… Continue reading A glimpse into 2022: How can contact centres plan ahead?
Conversational AI for Customer Service leader Solvemate announces the availability of improved accessibility for its customer service automation platform. Solvemate accessibility helps customer service teams extend the use of self-service to those with impairments so all customers can find instant answers. Continue reading Solvemate Enables Greater Customer Inclusiveness with Enhanced Accessibility Features
LINK, a leading global Communications Platform as a Service (CPaaS) provider is delighted to announce our new relationship with Emarsys, an SAP company that empowers digital marketing leaders and business owners with the only omnichannel customer engagement platform built to accelerate business outcomes. Continue reading LINK Mobility integrated into Emarsys’ (SAP) omnichannel customer engagement platform
LINK have entered into a definitive agreement to acquire Italian–based Matelab Srl. This acquisition will strengthen LINK’s conversational messaging capabilities with CCaaS, Natural Language Processing (NLP), and Artificial Intelligence (AI) chatbot competencies and will immediately bolster our omnichannel offerings. Continue reading LINK Mobility to strengthen conversational messaging capabilities by acquiring Italian-based NLP/AI Chatbot, Matelab Srl