Noetica, a British company, developing software products for the global contact centre market, has been granted a patent for its technology which enables Campaign Managers to quickly and easily create data segments for better-targeted and more successful outbound outreach. Continue reading Noetica Awarded Patent for Technology Enabling Contact Centres to Improve Outbound Campaign Targeting
Monthly Archives: March 2025
Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Continue reading Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Zendesk Revolutionizes CX with the Launch of Agentic AI-Powered Zendesk Resolution Platform
Zendesk, a pioneer in Agentic AI-powered service, announced at its annual Relate conference the launch of the Zendesk Resolution Platform, aimed at redefining customer experience. Continue reading Zendesk Revolutionizes CX with the Launch of Agentic AI-Powered Zendesk Resolution Platform
Observe.AI Introduces VoiceAI Agents to Revolutionize CX with a Unified AI Platform
Observe.AI, the leading AI Conversation Intelligence platform for contact centres, announced the general availability of the company’s VoiceAI agents, capable of automating all customer interactions in the contact centre, from FAQs to complex, multi-turn conversations. Continue reading Observe.AI Introduces VoiceAI Agents to Revolutionize CX with a Unified AI Platform
Forethought Introduces Voice, Becoming the First Complete Agentic AI Platform Across All CX Channels
Forethought, the leader in agentic AI for customer support, announced the launch of Forethought Voice to its multi-agent, multi-channel AI for CX platform. Continue reading Forethought Introduces Voice, Becoming the First Complete Agentic AI Platform Across All CX Channels
Medallia unveils vision for future of customer experience and seven AI-powered capabilities
Medallia, the global leader in customer and employee experience, announced its vision for the next generation of customer experience and seven AI-powered product innovations that will propel enterprise organisations to move from surveys and signals to actions and automation. Continue reading Medallia unveils vision for future of customer experience and seven AI-powered capabilities