Five9, a leading provider of the intelligent cloud contact centre, announced the general availability of Five9® Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent Cloud Contact Center capabilities with assistance focused on helping the agent during and after calls. Using AI-based, real-time call transcriptions, Five9 Agent Assist provides the first use case, a powerful new capability called Assisted Summarization. Continue reading Five9 Unveils Agent Assist Offering →

Continuing to push the boundaries of intelligent automation and deliver more value to customers, Blue Prism announced further extensions to its core Blue Prism platform giving all users more options for real-time collaboration between human and digital workers. Continue reading Blue Prism Interact Now Available to all Enterprise Customers →

Five9, a leading provider of the intelligent cloud contact centre, announced Five9 VoiceStream to help customers, partners and system integrators leverage the power of real-time voice and add a broad range of value-added applications on top of the Five9 platform. Continue reading Five9 Announces Five9 VoiceStream →

A Gartner report titled Cool Vendors: AI for Customer Analytics (ID: G00729777) (Gartner subscription required) names Behavioral Signals as a cool vendor in Cool Vendors: AI for customer analytics. As per the report, “Innovative AI-enabled tools to help organizations improve retention by offering real-time customer understanding, customer journey analytics, and sentiment analysis”. Continue reading Behavioral Signals was named as a Cool Vendor in Gartner’s September 2020 Cool Vendors: AI for Customer Analytics →

Atos, a global leader in digital transformation and RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions, announced the first release of Unify Office (UO) by RingCentral in France. It will also be available in Austria, Belgium, Ireland, Italy, Spain and The Netherlands. Continue reading Atos and RingCentral launch Unify Office in France →

ServiceNow, the leading digital workflow company making work, work better for people, unveiled the Now Platform® Paris release, to help organisations remain agile and be resilient so they can grow and enhance their productivity during the COVID economy. Continue reading ServiceNow Delivers New Levels of Business Agility and Resilience for the COVID Economy →

Fuze, the leading cloud-based communications provider for the modern global enterprise, announced that it has been awarded a new patent for unified communication (UC) systems, enabling streamlined contact centre communications for an enhanced customer experience. Continue reading Fuze Optimizes Customer Experience with New Patent for Advanced Unified Communication Systems →

Enghouse Interactive announced that it has elevated IT infrastructure and services provider Node4, to silver partnership status within its EMEA partner programme. Continue reading Enghouse Interactive Promotes Node4 to Silver Partner Status →

Plum Voice, the leading communications platform-as-a-service (cPaaS) provider for voice technologies, announced the release of SecureAssistant, an offering that descopes the contact centre from PCI-DSS requirements while optimizing consumer satisfaction and minimizing the need for disruptive technology changes. Continue reading Plum Voice Launches SecureAssistant →

Noble Systems Corporation, a global leader in omnichannel contact centre technology solutions, has submitted an amicus brief to the Supreme Court to aid in its consideration of the interpretation of an “autodialer,” as defined in the Telephone Consumer Protection Act (“TCPA”). The Supreme Court is addressing the statutory definition this term in Facebook v. Duguid. Continue reading Noble Systems Submits Amicus Brief to Supreme Court on the TCPA’s “Autodialer” Interpretation →