PRESS RELEASE: NICE announced that its NICE Engage Platform is enabling seamless, real-time communications between various contact center systems, thus meeting the needs of fast-paced customer service environments as well as critical back office operations. This is a result of efforts to provide a simplified user experience, improve compliance capabilities, support more digital interactions, and deliver greater integration with third party technologies and business applications. Continue reading New Release of NICE Engage Omnichannel Recording Platform Lets Organizations Deliver a Consistent Customer Experience across All Interaction Channels
Category Archives: Technology
Freshdesk Launches Customer Support Marketplace with 100+ Apps
PRESS RELEASE: Freshdesk, the leading provider of cloud-based customer engagement software, today announced the launch of the Freshdesk Marketplace (http://apps.freshdesk.com). Freshdesk’s suite of products have always been built with the customer in mind. Each of our products enable businesses to hit the ground running, adding value from day one. The Marketplace is a big step in that direction which makes it beautifully simple for customers to discover and install apps and help maximize the capabilities of their helpdesk. Continue reading Freshdesk Launches Customer Support Marketplace with 100+ Apps
Pegasystems Brings Concierge-Level Service To Digital Experiences With Launch Of Pega Self-Service Advisor
Pegasystems launched Pega® Self-Service Advisor – an AI-powered capability that enables businesses to provide customers with intelligent ‘digital advisors’ anywhere on their web and mobile channels. By understanding customer intent in real time, this new one-click feature immediately surfaces the content and actions the customer needs into a single view. For the first time, businesses can provide AI-powered concierge-level service while bypassing scattered navigation experiences that frustrate customers and negatively impact the bottom line. Continue reading Pegasystems Brings Concierge-Level Service To Digital Experiences With Launch Of Pega Self-Service Advisor
Noble® SmartAccept™ Receives Patent for Inbound Service Technology
Noble Systems announces the issuance of a US Patent for the company’s exclusive SmartAccept™ technology. SmartAccept helps inbound call centers and service organizations shrink Average Seconds to Answer (ASA), decrease abandoned calls, and deliver a better customer experience. Continue reading Noble® SmartAccept™ Receives Patent for Inbound Service Technology
BroadSoft Improves Enterprise Mobility With Artificial Intelligence and a Superior User Experience
BroadSoft announced a pair of significant enhancements to its bMobile advanced mobility solution: Artificial intelligence capabilities and Apple CallKit support for BroadSoft Business UC-One mobile apps that provide business users with a superior mobile user experience over any device, network or location. Continue reading BroadSoft Improves Enterprise Mobility With Artificial Intelligence and a Superior User Experience
AMC Technology Announces Contact Canvas Omni-Channel for Microsoft CRM™ is Now Generally Available
PRESS RELEASE: AMC Technology has announced general availability of Omni-Channel for Microsoft Dynamics CRM, an addition to its Contact Canvas™ platform. AMC’s Omni-Channel supports routing of standard, custom, and even third party entities to agents based on work item priority and agent availability. For Microsoft CRM and Unified Service Desk (USD), Omni-Channel offers “in-application” integration of Cisco, Avaya and Aspect telephony platforms and Skype® for Business. Continue reading AMC Technology Announces Contact Canvas Omni-Channel for Microsoft CRM™ is Now Generally Available