All posts by Sam Heggie-Collins

Chatbot

Teleopti Reimagines Workforce Management with Launch of Grant the Chatbot

Teleopti has launched Grant, the workforce management (WFM) chatbot, developed to help companies revolutionize their intraday automation with AI-optimized employee self-service. Teleopti’s bot assistant leverages Microsoft Azure Bot Service to deliver a more agile, efficient process for internal communication and customer service staffing. Driving intraday operations with AI technology allows companies to improve every aspect of their customer service organization from their business processes to how their employees work. Continue reading Teleopti Reimagines Workforce Management with Launch of Grant the Chatbot →

Awards

Jacada’s Customer Service RPA two-time winner of the UK National Innovation Award

Jacada, provider of Autonomous CX solutions designed to automate customer service operations, and improve the customer experience, announced that it has been selected as the winner in the Automating Customer Support category of the 2019 UK National Innovation Awards for its Smart Agent Assistant solution for contact centres. Continue reading Jacada’s Customer Service RPA two-time winner of the UK National Innovation Award →

Who's Buying What?

Citadel Selects Avaya Solution for Next-Generation Customer Engagement

Citadel, one of the largest credit unions in Pennsylvania serving over 200,000 members, has selected the Avaya Oceana® next-generation customer engagement solution, a key component of the Avaya Intelligent Xperiences communications portfolio, to enhance its member experience and servicing capabilities. Continue reading Citadel Selects Avaya Solution for Next-Generation Customer Engagement →

Technology

Contact Center Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences

NICE inContact, a NICE business announced the findings of its second annual, comprehensive global research study that gauges the changing attitudes of business contact centre leaders and consumers in key areas of customer experience. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, business wave, polled contact centre leaders in the United States, United Kingdom, and Australia. Continue reading Contact Center Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences →

Technology

Pegasystems Named a Visionary in Gartner’s Magic Quadrant for Multichannel Marketing Hubs for Second Consecutive Year

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced it has been named a Visionary in the Gartner Magic Quadrant for Multichannel Marketing Hubs (1) report. This is the second consecutive year Pega has been recognized as a Visionary in this report. Continue reading Pegasystems Named a Visionary in Gartner’s Magic Quadrant for Multichannel Marketing Hubs for Second Consecutive Year →