Aspect Software announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact centre environment. Continue reading Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System →

Nokia has unveiled the latest version of its Cognitive Analytics for Customer Insight software, providing powerful new capabilities so service provider business, IT and engineering organizations can consistently deliver a superior real-time and personalized customer experience. Continue reading Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction →

NICE announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report. A copy of the report is available here for immediate download. Continue reading NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management →

Oak Innovation is pleased to announce a new feature pack for the RecordX call recorder to simplify management of General Protection Data Regulation (GDPR) that comes into force on 25 May 2018. Continue reading Oak Launches New GDPR Advanced Feature Pack For RecordX →

NICE inContact (a NICE business) announced the availability of NICE inContact CXone in Europe, with redundant data centers in Frankfurt and Munich, Germany to give organizations regional access to a complete suite of cloud applications that serves local needs and enables organizations to comply with new European GDPR data security regulations effective May 25, 2018. Continue reading NICE inContact Empowers Companies in Europe to Provide Exceptional Customer Experience with CXone →