All posts by Sam Heggie-Collins

Vacasa delivers exceptional vacation rental experiences with 8×8

8×8 announced it has been selected by Vacasa, North America’s largest vacation rental management platform, as the provider of choice for its global contact centres. Headquartered in Portland, Oregon, Vacasa offers comprehensive vacation rental management services for over 14,000 vacation homes across 17 countries. Continue reading Vacasa delivers exceptional vacation rental experiences with 8×8

Avaya’s Native Integration With Afiniti Enterprise Behavioral Pairing™ Receives 2019 Contact Center Technology Award From CUSTOMER Magazine

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced that Avaya Native Integration with Afiniti Enterprise Behavioral Pairing™ has been named as a 2019 Contact Center Technology Award winner, presented by CUSTOMER magazine. Continue reading Avaya’s Native Integration With Afiniti Enterprise Behavioral Pairing™ Receives 2019 Contact Center Technology Award From CUSTOMER Magazine

Selligent Named “Hot Vendor” in Customer Experience by Aragon Research

Selligent, the intelligent B2C marketing automation company, has been named a Hot Vendor in Customer Experience, 2019* by Aragon Research. The series of reports recognizes noteworthy, visionary and innovative Hot Vendors in various markets such as customer experience (CX), conversational intelligence, sales engagement, customer journey mapping, conversational AI, among others. Continue reading Selligent Named “Hot Vendor” in Customer Experience by Aragon Research

Puzzel taps into the power of Artificial Intelligence to launch Agent Assist

Puzzel has announced the latest capabilities of its cloud-based contact centre solution, designed to add a new dimension to agent and customer self-service. Puzzel’s Agent Assist, based on Artificial Intelligence (AI), empowers agents with instant access to intelligent information from a wide range of enterprise applications including CRM systems, Chatbots and knowledgebases. Continue reading Puzzel taps into the power of Artificial Intelligence to launch Agent Assist

Verint Introduces AI-Infused Knowledge Management for ‘Knowledge as a Service’

Verint® announced the release of the latest enhancements to Verint’s Knowledge Management Professional™ solution, including patented AI technology and new automation features that create an automated, intelligent and efficient way to connect people to knowledge, ushering in a new era of “Knowledge Anywhere.” Continue reading Verint Introduces AI-Infused Knowledge Management for ‘Knowledge as a Service’

As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business

CallMiner, the leading provider of speech and customer engagement analytics solutions unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. Continue reading As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business

Noble Systems Issued 200th Patent for Contact Centre Technology

Noble Systems Corporation, a global leader in omnichannel contact centre technology solutions, announces the issuance of its 200th U.S. patent. This milestone reflects the company’s ongoing commitment to maintaining a strong patent portfolio program, protecting Noble Systems’ product innovations in order to safeguard technology investments and business advantages for its clients. Continue reading Noble Systems Issued 200th Patent for Contact Centre Technology

Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre

NICE inContact, a NICE business announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact centre. Continue reading Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre