“Good morning, Sophia! I see you are contacting us about an overcharge. Given you are a valued customer, I will credit the charge for this month’s bill. Is there anything else I can help you with?” Have you ever had this experience calling a company where they already know you, know exactly why you are calling, and resolves your issue in a minute? Continue reading Five9 Spring Release 2018: Practical AI for the Contact Centre and Portfolio Wide Enhancements →

NICE announced the release of its NICE Adaptive Workforce Optimization (AWFO) solution version 2.0, that personalizes performance development processes and activities including training and coaching to improve employee engagement. Continue reading NICE Announces Adaptive Workforce Optimization 2.0 to Drive Employee Engagement Through Innovative Personalization →

Fonolo announced that it saved customers more than 72 years of hold time in the last year. That amounts to a staggering 38 million minutes across 3000 different call centre queues. Continue reading Consumers Avoid 72 Years of Hold Time Thanks to Accelerating Adoption of Fonolo Call-Backs →

HubSpot, a leading CRM, marketing, sales and customer service platform, announced the general availability of Service Hub, the latest product line in the company’s growth platform. Announced at INBOUND 2017, Service Hub is an all-in-one customer service system that changes the way growing businesses approach and deliver customer support. Continue reading HubSpot Launches Service Hub to Transform the Way Businesses Delight their Customers →

eGain announced the immediate availability of eGain® Solve™ for Amazon Connect. Built on Amazon Web Services (AWS) cloud infrastructure, eGain Solve for Amazon Connect powers connected, easy customer experience across all touch points. Continue reading eGain launches eGain Solve for Amazon Connect →