Talkdesk® announced Virtual Agent, a new product delivering artificial intelligence to customer self-service applications. Virtual Agent, powered by Talkdesk iQ, is a conversational, intelligent assistant deployed on the voice channel allowing businesses to serve customers even when the contact centre is closed. Continue reading Talkdesk announces Virtual Agent, the first of 20 product announcements in 2020 to improve customer experience and agent engagement →

8×8, a leading integrated cloud communications provider announced its expansion into the South West of England with leading cloud communications consultancy, EveryCloud. Continue reading 8×8 and EveryCloud expand partnership into South West contact centre market →

In a bid to make customer queries as effortless as possible, NI Water has launched an online virtual assistant. Continue reading NI Water Launches Online Virtual Assistant for ‘Free Flowing’ Information →

Kofax®, a leading supplier of Intelligent Automation software to digitally transform end-to-end business operations, has revealed 10 Intelligent Automation Predictions for 2020 – looking at how Intelligent Automation is poised to transform organisations over the next 12 months. Continue reading Kofax Reveals Top 10 Intelligent Automation Predictions for 2020 →

Eckoh, the global provider of Secure Payment products and Customer Contact solutions announces that it has joined the Five9 App Marketplace as the only approved Secure Payments partner for Five9’s customers. Continue reading Eckoh joins the Five9 App Marketplace as the first Secure Payments provider →

Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand’s customer service department, and 47% said it was because they had to share personal information with a customer service agent. Continue reading Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud →