Observe.AI launches Auto QA, the industry’s first adaptive automation solution for boosting agent performance in Contact Centres

Observe.AI, an Intelligent Workforce Platform that transforms contact centres through AI, announced the launch of Auto QA – the first adaptive automation solution that boosts agent performance to drive faster impact on customer experience and revenue generation. Continue reading Observe.AI launches Auto QA, the industry’s first adaptive automation solution for boosting agent performance in Contact Centres

TechSee introduces Continuity, the industry’s first omnichannel solution for truly customer-centric visual service

TechSee, the market leader in Computer Vision solutions for customer service, today announced the launch of Continuity, a seamless solution to drastically improve the customer experience by syncing visual customer interaction data between self-service channels, live agent, and field agent interactions. Continue reading TechSee introduces Continuity, the industry’s first omnichannel solution for truly customer-centric visual service

Pega Acquires Everflow to Add Intuitive Process Mining to the Industry’s Most Complete Hyperautomation Solution

Pegasystems, the software company that crushes business complexity, announced the acquisition of Everflow, an innovative process mining software company based in Brazil. Everflow’s highly intuitive software will enable Pega clients to uncover and fix hidden process inefficiencies that often bog down organizational operations. Continue reading Pega Acquires Everflow to Add Intuitive Process Mining to the Industry’s Most Complete Hyperautomation Solution

Zenarate Launches Concurrent Chat Simulation to Develop Top-Performing Chat Agents

Zenarate, the industry’s leading AI conversation simulation solution, launched Concurrent Chat Simulation in Zenarate’s AI Coach platform. It is the first AI simulation solution that allows contact centre agents to practice handling multiple incoming chats from customers simultaneously. Continue reading Zenarate Launches Concurrent Chat Simulation to Develop Top-Performing Chat Agents

Cyara Releases Industry-first Customer Experience Test Automation Maturity Model

Cyara, provider of the award-winning Automated CX Assurance Platform, announced the release of its CX Test Automation Maturity Model — an innovative, easy-to-navigate self-assessment that enables organizations to determine how advanced their approach to automated CX testing is and see how their current level of test automation measures up to industry best practices. Continue reading Cyara Releases Industry-first Customer Experience Test Automation Maturity Model