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
Monthly Archives: May 2022
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
Textel Partners with RingCentral to Bring Multi-Directional SMS and MMS Texting to Customers
Textel, the full-service, cloud-based texting platform for businesses and contact centres, announced a new partnership with RingCentral. Continue reading Textel Partners with RingCentral to Bring Multi-Directional SMS and MMS Texting to Customers
Survey: Businesses underestimating how quickly consumers abandon brands with poor customer service
NICE announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer perceptions of current digital- and self-service channels. Continue reading Survey: Businesses underestimating how quickly consumers abandon brands with poor customer service
Michelle Randall Burrows Joins Playvox as Chief Marketing Officer
Playvox, the leading omnichannel contact centre provider of Workforce Engagement Management solutions, announced that Michelle Randall Burrows, contact centre industry veteran, has joined the company as chief marketing officer (CMO). Continue reading Michelle Randall Burrows Joins Playvox as Chief Marketing Officer
storm® RECORDER Certified By Microsoft Teams For Compliant Recording
Leading cloud communications and contact centre technology provider, Content Guru, announced that its cutting-edge recording solution storm® RECORDERTM has met the qualification criteria for the Microsoft Teams Policy-Based Recording Certification Program. Continue reading storm® RECORDER Certified By Microsoft Teams For Compliant Recording