Concentrix, a leading business services company, announced today significant enhancements to its Conversational platform with the release of Intelligent Virtual Assistant (IVA) 12.0. Users can now interact in a conversational manner without being limited to a fixed set of automated system responses. This delivers a faster, easier, and more efficient interaction across multiple channels, such as chat or messaging environments. Continue reading Concentrix Accelerates Deployment of Omnichannel Conversational Virtual Assistant Solutions →

EvaluAgent has announced its latest new feature as part of its cloud-based Quality, Coach and Compliance platform for Contact Centres. Continue reading Real-time notifications released by EvaluAgent →

Basis Technology today announced that NICE is integrating Rosette® text analytics in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish into NICE Nexidia to enhance analysis capabilities of webchats, emails, and other text-based customer interaction channels. Continue reading NICE Nexidia Adds Rosette Text Analytics to Enhance Search Speeds →

For the second year in a row, Liberty Seguros has received, in collaboration with Atento, the ‘Best Customer Experience in the Insurance Sector’ award at the Platinum Contact Center Awards Ceremony in Spain. The award recognized the strategy developed by the Company to generate value through its customer service centre. Continue reading Liberty Seguros and Atento Spain Receive the Best Customer Experience in the Insurance Sector Award for the Second Year in a Row →

Talkdesk, the enterprise contact centre platform, announced Talkdesk Enterprise for ServiceNow. The deep integration between the Talkdesk Enterprise Contact Center Platform and ServiceNow improves agent efficiency and customer experience by enabling voice and ServiceNow interactions, simultaneously. Continue reading Talkdesk Announces Integration of Enterprise Contact Centre Platform with ServiceNow →