IFS, the global enterprise applications company, announces the availability of three IFS Customer Engagement™ capabilities that deliver omni-channel experiences for next-generation customer service. IFS Customer Engagement brings to market powerful solutions for support centres and customer service. Continue reading IFS Announces AI-Powered Contact Centre Solutions
Category Archives: Technology
NICE expands self-service and customer fulfilment capabilities with Amazon Lex integration
NICE announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfill more customer requests, including complex actions, in real-time. With the NICE Cognitive Automation Platform, Amazon Lex chatbot users now have the option to interact with service centers and obtain issue resolution at any time or place. Continue reading NICE expands self-service and customer fulfilment capabilities with Amazon Lex integration
New Artificial Intelligence-Powered Routing Engine by Genesys Creates World’s Most Predictive Customer Experiences
Genesys® introduced the industry’s most revolutionary routing engine at CX18, its annual customer conference taking place this week in Nashville. Powered by new artificial intelligence (AI) capabilities, Genesys Predictive Routing uses historical performance data and matches customer and employee attributes to predict which contact center resource is the most likely to achieve targeted business goals. Continue reading New Artificial Intelligence-Powered Routing Engine by Genesys Creates World’s Most Predictive Customer Experiences
Puzzel announces new Chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Continue reading Puzzel announces new Chat bot functionality and GDPR readiness
Vonage Launches Chatbot Integration for Workplace by Facebook
Vonage, a business cloud communications leader, has announced the launch of its newest chatbot, Vee for Workplace by Facebook. An exciting development within the cloud communications industry, Vonage has partnered with Facebook to provide Workplace users with virtual assistant capabilities to create and manage AI-enabled conferencing. Continue reading Vonage Launches Chatbot Integration for Workplace by Facebook
Medallia and Facebook Define Next Generation of Collaborative Customer Experience Management
Medallia and Facebook announced a strategic partnership to connect Medallia Experience Cloud, the #1 customer experience management platform, with Workplace by Facebook, Facebook’s leading enterprise collaboration platform, to enable companies of all types and sizes to share, collaborate, and act on customer feedback. Continue reading Medallia and Facebook Define Next Generation of Collaborative Customer Experience Management