NICE introduced NICE Quality Central Insight, its latest innovation to contact centre quality management. NICE Quality Central Insight leverages interaction analytics and replaces manual evaluations with automation to allow evaluation of 100% of interactions. Continue reading NICE Unveils Quality Central Insight, Using the Power of Speech Analytics and Automation to Create the New Standard in Quality Management
WEBTEXT Adds Voice Agent Messaging To Five9 Contact Center
WEBTEXT, a leading provider of enterprise messaging, today announced the availability of Voice Agent Messaging in a Five9 contact centre. This patent protected Webtext solution enables a contact centre voice agent to send secure SMS messages, including URL links, to cell phone callers during or after a call. Continue reading WEBTEXT Adds Voice Agent Messaging To Five9 Contact Center
Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry
Consumers want information instantly and chatbots have become the perfect partner for companies of any size to answer inquiries immediately. As a result, more and more brands have been adopting this technology, but how are they implementing it and what results are they seen? Continue reading Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry
Avaya Identified as a Leader in Aragon Research Globe™ for Intelligent Contact Center
Avaya announced it has been recognized as a Leader in The Aragon Research Globe for Intelligent Contact Center, 2019. Continue reading Avaya Identified as a Leader in Aragon Research Globe™ for Intelligent Contact Center
LogMeIn Unveils Expanded Bold360 AI-Powered Customer Engagement Suite
LogMeIn announced the new Bold360 suite of products, enabling businesses around the world to create next-level customer experiences (CX) wherever customers need it most. Built on the award-winning AI-powered Bold360 customer engagement platform, the new offerings — Bold360 Service, Bold360 Advise and Bold360 Acquire — are all purpose-built to help organizations deliver impactful CX from the very first engagement and throughout the customer lifecycle. Continue reading LogMeIn Unveils Expanded Bold360 AI-Powered Customer Engagement Suite
Redwood Technologies Group Enhances Quality Monitoring Expertise with Weston Digital Technologies Acquisition
Redwood Technologies Group has announced that it has acquired leading quality monitoring specialists Weston Digital Technologies. This is part of a programme of continuing expansion to help organisations provide better Customer Engagement and Experience. Continue reading Redwood Technologies Group Enhances Quality Monitoring Expertise with Weston Digital Technologies Acquisition