All posts by Sam Heggie-Collins

Who's Buying What?

AOK Bayern Transforms Healthcare Service for 4.5 Million Members with NiCE’s CXone CX AI Platform

NiCE announced that AOK Bayern, one of Germany’s largest statutory health insurance providers, has successfully deployed NiCE CXone on the EU Sovereign Cloud, modernizing customer service for more than 4.5 million insured members across Bavaria. Continue reading AOK Bayern Transforms Healthcare Service for 4.5 Million Members with NiCE’s CXone CX AI Platform →

Outsourcing

Capita selected by Kent County Council to deliver enhanced contact centre services

Capita has been awarded a new contract by Kent County Council (KCC), the largest local authority in England, to provide contact centre services supporting 1.6 million residents. The contract will run for four years and is worth nearly £9m, with the potential for three one-year extensions. Continue reading Capita selected by Kent County Council to deliver enhanced contact centre services →

Technology

Cresta Launches Agent Operations Center to Manage the Human-AI Hybrid Workforce for the Customer Experience

Cresta, the leading customer experience AI platform for human and AI agents, launched the Agent Operations Center, a first-of-its-kind unified command hub for all conversations in the contact centre – both human and AI-led. The Agent Operations Center empowers supervisors with real-time visibility and instant intervention tools, so enterprises can deliver service that’s accurate, compliant, and consistently on brand. Continue reading Cresta Launches Agent Operations Center to Manage the Human-AI Hybrid Workforce for the Customer Experience →

Technology

Kustomer Launches Data Explorer, the First CX Platform Feature That Lets Leaders Talk to Their Data

Kustomer, the Intelligent customer experience platform, announced the launch of Data Explorer, a new reporting experience that lets CX leaders ask questions in natural language and get instant answers, visualizations, and recommended actions on top of their live customer data. Continue reading Kustomer Launches Data Explorer, the First CX Platform Feature That Lets Leaders Talk to Their Data →

Partnerships

UiPath and Talkdesk join forces to transform customer experience journeys

UiPath, a global leader in agentic automation, announced an integration with Talkdesk, Inc., a leader in customer experience automation (CXA), to enable organizations to leverage automation to optimize the end-to-end customer journey, enhancing efficiency, accuracy, and satisfaction. Continue reading UiPath and Talkdesk join forces to transform customer experience journeys →