NICE revealed a surge in the number of customer service interactions leveraging AI and automation. In 2024 alone, NICE managed the equivalent of 123,560 years of knowledge consumption as businesses revolutionise the way they leverage their data with AI to drive proactive and predictive customer service. Continue reading NICE Reports 400% Increase in CXone Mpower Autopilot Interactions in 2024 as AI Agents Power Future of Customer Service
Category Archives: Technology
GoTo Launches Generative AI-Powered Quality Management Solution to Boost Contact Centre Performance and Customer Satisfaction
GoTo, the leader in cloud communications and IT, introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center. AI Quality Management improves a company’s customer service by using generative AI to simplify agent coaching and training through automated AI-powered reporting and analysis. Continue reading GoTo Launches Generative AI-Powered Quality Management Solution to Boost Contact Centre Performance and Customer Satisfaction
SupportLogic Unveils Cognitive AI Cloud to Power the Next Generation of Enterprise AI Agents
SupportLogic, the world’s first AI-native support experience (SX) platform, announced the launch of SupportLogic Cognitive AI Cloud, an AI platform designed specifically to power enterprise-class AI agents that automate and transform customer support operations. Continue reading SupportLogic Unveils Cognitive AI Cloud to Power the Next Generation of Enterprise AI Agents
Pega Launches Customer Engagement Blueprint to Optimize AI-Powered Personalisation
Pegasystems Inc., The Enterprise Transformation Company™, announced Pega Customer Engagement Blueprint, a generative AI-powered collaboration tool that helps marketing, customer experience, and AI practitioners design customer engagement programs with precision, speed, and clarity. Continue reading Pega Launches Customer Engagement Blueprint to Optimize AI-Powered Personalisation
Holiday Headaches Vanish Following Launch of Sabio’s New Contact Centre Offering
Sabio Group, the digital customer experience (CX) transformation specialist, has announced the launch of a new offering aimed at tackling how contact centres manage employee leave requests. Continue reading Holiday Headaches Vanish Following Launch of Sabio’s New Contact Centre Offering
Upland Panviva Launches Sidekick, An AI-Powered Agent Assistant
Upland Software, Inc., a leader in AI-enabled cloud software for digital transformation, announced that Upland Panviva has launched Sidekick, a modern way to deliver compliant and contextualized knowledge to agents, the superheroes of contact centres. Continue reading Upland Panviva Launches Sidekick, An AI-Powered Agent Assistant