It’s an extraordinarily busy time for call centres at the moment. The pandemic and subsequent lockdowns have required a huge wave of outbound telephone calls in support of the Test, Trace and Protect initiative (TT&P). Continue reading Cardiff City Council teams up with Netcall to support Test, Trace and Protect efforts →

Maintel has integrated Highlight as the service assurance tool within its new software-defined Secure Homeworker suite of services. Maintel’s new offering enables businesses and public sector organisations to support mass-scale remote working by delivering “in-office” grade security, connectivity and availability to employees working from home. Continue reading Maintel integrates Highlight into new SD-WAN Secure Homeworker services →

Dynamic Yield, a leading Experience Optimization platform, announced it has been named a Strong Performer by leading global research and advisory firm Forrester Research, Inc. in its report “The Forrester Wave™: Experience Optimization Platforms Q4 2020,” which was published. Continue reading Dynamic Yield Named a “Strong Performer” in Experience Optimization Platform Industry Report →

Aisera, a leader in artificial intelligence innovation and customer service, announced availability of its AI Service Desk solution for Microsoft Teams. This integration enables customers to speed up and simplify resolution of internal support tickets for IT with self-service resolutions through Aisera’s platform based on conversational AI, natural learning understanding search (NLU Search), and unsupervised natural language processing (NLP). Continue reading Aisera’s Conversational AI solution for Microsoft Teams Will Help Change the Future of Work →

DXC Technology announced a new relationship with Infinia ML to further advance machine learning and data analytics to help customers manage and drive stronger performance and value from their IT estates. Continue reading DXC Technology and Infinia ML Team Up to Bring Benefits of Advanced Machine Learning to Global Customers →

NICE announced it has been recognized as a Leader for its Real-Time Authentication (RTA) and Fraud Prevention solutions by Opus Research for the second year successively. NICE’s innovative, self-learning ENLIGHTEN Fraud Prevention solution was highlighted as a key differentiator in the report entitled ’Intelligent Authentication and Fraud Prevention Intelliview.’ Continue reading NICE Named a Leader in Intelligent Authentication and Fraud Prevention for the Second Consecutive Year by Leading Analyst Firm →

Star2Star, a global leader in cloud-native communications, collaboration, and integration solutions for the enterprise, today announced that its Video Meetings platform has been verified as Citrix Ready. Continue reading Star2Star’s Video Meetings Now Citrix® Ready™ →

Salesforce announced that Einstein, the first comprehensive AI for CRM, now delivers more than 80 billion AI-powered predictions every day across all Salesforce products for sales, service, marketing and commerce. Continue reading Salesforce Einstein Now Delivers 80+ Billion AI-Powered Predictions Every Day →

EasyVista, a global provider of intelligent and automated solutions for Self-Service, Enterprise Service Management (ESM) and Customer Service Management (CSM), announced the launch of EV Self Help for Salesforce Service Cloud on Salesforce AppExchange, empowering customer service agents to quickly resolve issues with fully integrated knowledge at their fingertips. Continue reading EasyVista Announces EV Self Help on Salesforce AppExchange →

Red Box, a leading platform for voice, announces an extension of its relationship with Microsoft aligned to the launch of Conversa, Red Box’s enterprise voice platform. Continue reading Red Box Delivers Cloud Configurable Voice Recording to Fuel AI on Microsoft Azure →

TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centres, announced a significant update to the Acuity Contact Center Performance Management platform. Continue reading TouchPoint One Empowers Modern Contact Centers with New Acuity Performance Management Platform Update →

NICE unveiled ENLIGHTEN Fraud Prevention, an innovative new solution for automatic and continuous fraudster detection and exposure. Bringing together NICE ENLIGHTEN’s comprehensive Customer Engagement AI platform with the company’s voice biometrics capabilities, the solution continuously scans millions of calls to accurately pinpoint suspicious behaviour and uncover previously unidentified fraudsters. Continue reading NICE Unveils ENLIGHTEN Fraud Prevention →

A revolutionary new translation technology that allows direct conversation between speakers of 26 global language has been released. Speechly, which uses artificial intelligence (AI) to translate spoken word and audio, is configured to work with devices made by headset company Jabra to support one-to-one conversations. Continue reading New Speechly technology translates real-time audio conversations for users of Jabra devices →

Socialbakers, the leading AI-powered social media marketing platform, announced that it has integrated conversational AI chatbot technology into the Socialbakers Suite. The addition of conversational AI chatbots enables marketers to automatically identify unanswered questions and instantly respond to frequently asked questions. Continue reading Socialbakers Adds Conversational AI Chatbots to Its Marketing Platform →