Firstsource Solutions Limited, a leading global provider of transformational solutions and services and an RP-Sanjiv Goenka Group company, has partnered with Sanas, provider of the world’s first real-time speech understanding platform, to enable next-level customer conversations powered by AI. Continue reading Firstsource and Sanas partner to redefine customer conversations with AI
All posts by Sam Heggie-Collins
Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028
Cisco announced the findings of its latest global research report, “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” highlighting the potential of agentic AI to revolutionize the way technology vendors deliver services and support to customers. Continue reading Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028
Concentrix Launches iX Hero™ Agentic AI Apps to Solve Critical Pain Points of the Customer Experience
Concentrix Corporation, a global technology and services leader, announced the launch of iX Hero, the latest product in its Intelligent Experience (IX) suite. Continue reading Concentrix Launches iX Hero™ Agentic AI Apps to Solve Critical Pain Points of the Customer Experience
MaxContact Strengthens AI Capabilities with Strategic Acquisition of Curious Thing
MaxContact announced its acquisition of Curious Thing’s technology and assets. The move will significantly enhance MaxContact’s current AI capabilities while maintaining the company’s commitment to balancing technology with meaningful human connections in contact centres. Continue reading MaxContact Strengthens AI Capabilities with Strategic Acquisition of Curious Thing
National Grid and Kraken sign deal to bring customer-service platform to over 6 Million US Energy Customers
Kraken, the ground-breaking operating system transforming global utilities, has partnered with National Grid to supercharge the way it serves its customers. Continue reading National Grid and Kraken sign deal to bring customer-service platform to over 6 Million US Energy Customers
AI is the here and now, but are your agents prepared?
Contact centres can no longer afford to think of AI as a future concept – it is very much the here and now. But are contact centres preparing their agents in the best way? Magnus Geverts, VP of Product Marketing at Calabrio, analyses the different factors at play and advises on how to best equip agents to handle the changing landscape. Continue reading AI is the here and now, but are your agents prepared?