While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organisation should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. Continue reading Finding the Perfect Balance of AI and Agent-Assisted Service
Børge Astrup, CEO of Puzzel looks back over the last year as the company celebrates its first birthday.
This time last year, Intelecom combined its contact centre, interactive mobile messaging and payments divisions to create a new organisation called Puzzel and what an amazing 12 months it has been. The number of agents on the Puzzel platform is at an all-time high and the company now employs 150 people across six different countries. Puzzel has also benefitted from a transformation in the contact centre industry as a whole. Continue reading Børge Astrup, CEO of Puzzel looks back over the last year as the company celebrates its first birthday.
Tethr’s AI-based platform for phone conversations achieves PCI Level 1 certification using unique redaction and sentence detection technology
Tethr, the first and only AI-powered communication intelligence platform for enterprise contact centers and financial centers has further extended its security standards with the achievement of PCI V3.2 L1 security certification. Continue reading Tethr’s AI-based platform for phone conversations achieves PCI Level 1 certification using unique redaction and sentence detection technology
D4t4 Solutions Announces Latest Celebrus Release
D4t4 Solutions Plc has announced general availability for the latest release of its leading Celebrus Customer Data Platform (CDP). Continuing its commitment to creating the industry’s most advanced unified system for customer data, Version 8 Update 19 delivers a host of new features that broaden the appeal of Celebrus to enterprises focused on deepening customer engagement. Continue reading D4t4 Solutions Announces Latest Celebrus Release
TTEC Named to IAOP Global Outsourcing 100 List of World’s Best Service Providers
TTEC, a leading global technology and services provider focused exclusively on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands, has recently been named to the IAOP 2018 Global Outsourcing List of World’s Best Service Providers. The Global Outsourcing 100, now in its twelfth year, recognizes the world’s best outsourcing service providers. Continue reading TTEC Named to IAOP Global Outsourcing 100 List of World’s Best Service Providers
Enghouse Interactive’s CCSP Platform Helps GCI Deliver Omni-channel Contact Centre Capability in the Cloud
Enghouse Interactive, a leading developer of contact centre software and services, announced that gold partner, GCI, has implemented the Enghouse Interactive Contact Centre Service Provider (CCSP) solution. In adopting CCSP, GCI has become one of the first providers in the UK to integrate the omni-channel contact centre option with Microsoft’s Skype for Business, enabling it to offer a cloud-based unified communications (UC) platform, capable of streamlining the contact centre experience for customers. Continue reading Enghouse Interactive’s CCSP Platform Helps GCI Deliver Omni-channel Contact Centre Capability in the Cloud