Talkdesk®, Inc., a global provider of AI-powered CX technology that serves enterprises of all sizes, announced the integration of agentic AI across its entire AI platform, now branded as Talkdesk Ascend AI™. Continue reading Talkdesk integrates agentic artificial intelligence across its portfolio
All posts by Sam Heggie-Collins
People’s Partnership enhances customer experience with IPI
IPI, the Contact Centre specialist and solutions provider, announced that it has enabled People’s Partnership, the workplace pension provider, to move to a cloud-based Contact Centre solution from Genesys. Continue reading People’s Partnership enhances customer experience with IPI
NICE Expands CXone Mpower – The Ultimate AI Hyper Platform for Customer Service Automation
NICE has launched the next generation of CXone Mpower. CXone Mpower adds numerous advanced services to the already market leading CXone architecture that are foundational for delivering full-scale customer service automation. Continue reading NICE Expands CXone Mpower – The Ultimate AI Hyper Platform for Customer Service Automation
Puzzel to Acquire Capturi to Strengthen AI-Driven Contact Centre Capabilities
Puzzel, the leading European provider of cloud-based contact centre solutions, announced that it has entered into an agreement to acquire Capturi, a cutting-edge conversational analytics platform specialising in AI-driven insights for customer interactions. Continue reading Puzzel to Acquire Capturi to Strengthen AI-Driven Contact Centre Capabilities
Vonage Launches Intelligent Workspace to Deliver a Next-Gen Contact Centre Experience
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, has launched Vonage Contact Center (VCC) Intelligent Workspace, an AI-powered new agent experience built directly into its award-winning contact centre solution. Continue reading Vonage Launches Intelligent Workspace to Deliver a Next-Gen Contact Centre Experience
Calabrio Workforce Management Now Interoperates with Microsoft Dynamics 365
Calabrio, the workforce performance company, announced that Calabrio Workforce Management (WFM) now interoperates with Microsoft Dynamics 365 Contact Centre. Continue reading Calabrio Workforce Management Now Interoperates with Microsoft Dynamics 365