Vodafone has extended its strategic agreement with Microsoft to roll out Microsoft 365 Copilot AI software to up to 68,000 Vodafone employees across multiple countries. Continue reading Vodafone to roll out Microsoft 365 Copilot
All posts by Sam Heggie-Collins
Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service
Only 14% of customer service and support issues are fully resolved in self-service, according to a survey by Gartner, Inc. Even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. Continue reading Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service
Parloa Ditches the Script with Industry-First GenAI Contact Centre Agents
Parloa, a leader in AI-powered automation for customer service, is making its biggest technological and innovative leap yet with the launch of its AI Agent Management Platform (AMP). Continue reading Parloa Ditches the Script with Industry-First GenAI Contact Centre Agents
ServiceNow to unlock 24/7 productivity at massive scale with AI agents
ServiceNow, the AI platform for business transformation, announced its plans to integrate Agentic AI into the ServiceNow platform and unlock 24/7 productivity at massive scale across use cases including IT, customer service, procurement, HR, software development, and more. Continue reading ServiceNow to unlock 24/7 productivity at massive scale with AI agents
Yext Social: A New AI-Powered Standard in Local Social Engagement
Yext, the leading digital presence platform for multi-location brands, announced the launch of Yext Social, a cutting-edge AI-powered social media management solution that transforms how brands manage local customer engagement at scale globally. Continue reading Yext Social: A New AI-Powered Standard in Local Social Engagement
Vonage Joins Forces with SAP to Accelerate Digital Transformation with Communications and Network APIs
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, announced a new collaboration with SAP SE focused on exploring generative AI and NextGen use cases using Vonage’s Application Programming Interface (API) platform and SAP Business AI. Continue reading Vonage Joins Forces with SAP to Accelerate Digital Transformation with Communications and Network APIs