Category Archives: Technology

Technology, Workforce Optimisation

NICE inContact Announces Summer 2017 Release of CXone with Industry-first Fully Integrated Workforce Optimization with Analytics-based Omnichannel Routing

NICE inContact ushered in a new era of customer experience management with the CXone Summer 2017 release. By introducing innovative cloud native workforce optimization (WFO) applications, NICE inContact CXone™ is the first and only platform that combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all built on an Open Cloud Foundation. Continue reading NICE inContact Announces Summer 2017 Release of CXone with Industry-first Fully Integrated Workforce Optimization with Analytics-based Omnichannel Routing →

Technology

CAS(T) certification marks government-grade excellence in security for SSE Enterprise Telecoms

SSE Enterprise Telecoms – one of the UK’s leading connectivity suppliers, and part of SSE plc – today announced it has been certified by KPMG and the National Cyber Security Centre to the CAS(T) UK Government standard for telecommunications companies for its layer one Optical and layer two Ethernet network services. Continue reading CAS(T) certification marks government-grade excellence in security for SSE Enterprise Telecoms →

Artificial Intelligence, Product Launch

Augment Launches Customer Experience AI Platform for Fortune 500 Brands

Augment, a leader in customer experience-driven AI, emerged from stealth with the launch of its industry-first customer experience AI platform. Unlike first generation chatbot providers that attempt to remove humans from customer interactions, Augment’s “human-in-the-loop” approach allows brand representatives to deliver superior customer experience through live chat applications – backed by powerful machine learning and a training set of over 100 million interactions. Continue reading Augment Launches Customer Experience AI Platform for Fortune 500 Brands →

Call Centre Solutions

HelloSpoke Brings Cloud Contact Center to Market with Enghouse Interactive CCSP

Enghouse Interactive, a leading developer of a comprehensive portfolio of contact center software and services announced that HelloSpoke, a voice-over-IP (VoIP) telephony services provider, will introduce a new cloud contact center service based on the Enghouse Interactive Contact Center: Service Provider (CCSP) platform. Continue reading HelloSpoke Brings Cloud Contact Center to Market with Enghouse Interactive CCSP →