Calabrio, the customer experience intelligence company, has announced the launch of Self-Scheduling for agents as part of the organization’s mission to disrupt and evolve the contact centre market with enriched human interactions. The new workforce management (WFM) technology combines the benefits of planning optimization, intraday automation and agent self-scheduling to empower employees and drive contact centre performance. Continue reading Calabrio Introduces Agent Self-Scheduling Technology →

Panasonic launched its first fully integrated cloud communication platform, called UC-Line, to offer businesses across Europe a Unified Communications (UC) solution fit for the future. UC-Line combines Panasonic’s leading range of SIP phone units with voice over IP, video conferencing and a powerful suite of unified communications tools. Continue reading Panasonic Launches UC-Line: Its First European Cloud Based Unified Communications Service →

Temasys announced that it has released a fully-certified zero-code component that makes it simple for developers to embed Temasys’ Skylink real-time communications into applications developed on the Appian low-code platform. Continue reading Temasys Releases Zero-code Component for Real-time Video, Chat, and Co-browsing in the Appian Platform →

Xero, the global small business platform, unveiled the next step in providing world class customer experience with the full launch of Xero Central, bolstered by My cases – a one-stop resource and support for small businesses, accountants and bookkeepers. Continue reading Xero launches Xero Central an intuitive one-stop customer service portal →

Maintel, the cloud and managed service specialist announces the launch of ICON Now, a Unified Communications as a Service offering aimed at companies with 100 to 1,000 employees. Providing modern, integrated and secure tools to employees to help them communicate and collaborate with each other and with their customers, ICON Now is available immediately. Continue reading Maintel launches ICON Now to take UCaaS to the Mid Market →

LivePerson, a leading provider of conversational commerce solutions launched Maven, a conversational AI that enables brands to replace traditional websites and 800-numbers with personalized conversations over SMS, Facebook Messenger, WhatsApp, Google RCS Business Messaging, Amazon Alexa, and other popular messengers and voice assistants. Continue reading LivePerson launches Maven™, a breakthrough conversational AI that replaces traditional websites and 800-numbers →

IPsoft, the global leader in Enterprise AI announced the general availability of 1Bank™, the first out-of-the-box conversational banking solution powered by the most advanced AI in the market, Amelia. With Amelia, customers can engage with their financial institutions through a next-generation Natural Language Interface (NLI) either by voice or chat. Continue reading IPsoft Launches 1Bank: The First Out-of-the-Box Conversational Banking Solution with Amelia, the Most-Human AI →

Talkdesk, the enterprise contact centre platform announced significant platform enhancements and new products to drive the future of customer experience. During his keynote address at Opentalk18, Tiago Paiva, CEO of Talkdesk, launched Talkdesk iQ, which combines several new products and features powered by the company’s proprietary approach to artificial intelligence. Continue reading Talkdesk launches contact centre future at Opentalk18 →

Genesys®, the global leader in omnichannel customer experience and contact centre solutions introduced the industry’s first forecasting and scheduling service for workforce management powered by artificial intelligence (AI). Now businesses can use AI to predict the best possible staffing schedules with unprecedented speed and accuracy, saving time and money in the process. Continue reading Genesys Debuts Fastest, Most Accurate AI-powered Forecasting and Scheduling Service for Better Workforce Management →

U-WFM is pleased to announce the availability of its next generation cloud workforce management software for all Contact Centres. Continue reading U-WFM announces the Next Generation of Cloud Workforce Management for Contact Centres →