Nuance and Rakuten Mobile, announced a strategic partnership to add Nuance® Intelligent Engagement AI Services to the Rakuten Communications Platform (RCP). As a result, RCP becomes the first-ever mobile communications, cloud-native and virtualized platform to have Nuance Conversational and Engagement AI services built-in. Continue reading Rakuten Mobile Adds Nuance Intelligent Engagement AI Services to Rakuten Communications Platform
Citrix Rethinks Employee Experience to Advance New World of Work
Where and how work gets done has forever changed. But one thing remains consistent: the need to provide a superior and consistent work experience that empowers employees to perform at their best across any work channel or location. Citrix® is continuing to innovate its market-leading digital workspace solutions to help companies enhance employee experience and adapt to the new world of work. Continue reading Citrix Rethinks Employee Experience to Advance New World of Work
PCI Pal Announces Partnership with Calabrio and Joins the Calabrio Marketplace
PCI Pal®, the global provider of secure payment solutions, announced a partnership with Calabrio, the customer experience intelligence company, to launch its secure payment solutions in the Calabrio Marketplace. Continue reading PCI Pal Announces Partnership with Calabrio and Joins the Calabrio Marketplace
Salesforce Reimagines Sales With Enhanced Virtual Selling Suite
Seven months into the COVID-19 pandemic, the nature of B2B buying and selling has changed, and companies are eager to re-accelerate growth. That’s why Salesforce, the global leader in CRM, announced a new suite of technologies to empower sales teams to stand out from the pack and provide engaging and trusted buying experiences for customers. Continue reading Salesforce Reimagines Sales With Enhanced Virtual Selling Suite
Red Box Launches Next-Gen Voice Capture Platform
Dedicated voice specialist, Red Box, announces the launch of Conversa, the World’s first truly open microservices-based and Cloud-agnostic enterprise voice platform, which gives organisations the power to listen, the freedom to share and the insight to act upon enterprise wide audio and media data. Continue reading Red Box Launches Next-Gen Voice Capture Platform
PagerDuty Introduces Customer Service Solution Enabling Agents to Solve Issues and Collaborate with Technical Teams in Real-Time
PagerDuty, a global leader in digital operations management, announced a new customer service solution, built specifically for teams responsible for ensuring great customer experiences. This is the first Digital Ops solution for customer service agents on the frontline who need to proactively and automatically initiate response processes to resolve cases faster. Continue reading PagerDuty Introduces Customer Service Solution Enabling Agents to Solve Issues and Collaborate with Technical Teams in Real-Time
Cogito’s AI Coaching System Integrates with Amazon Connect to Help Organizations Immediately Benefit from Human Augmentation
Cogito, a leader in real-time emotional intelligence solutions, announced its integration with Amazon Connect, a fully managed, easy-to-use omnichannel cloud contact centre service from Amazon Web Services (AWS) that helps companies provide superior customer service at a lower cost. Continue reading Cogito’s AI Coaching System Integrates with Amazon Connect to Help Organizations Immediately Benefit from Human Augmentation
Sitel Group, UiPath Partner to Transform Customer Experience Industry with Hyperautomation
UiPath, the leading enterprise Robotic Process Automation (RPA) software company, and Sitel Group®, announced they have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with the UiPath end-to-end platform for hyperautomation. Continue reading Sitel Group, UiPath Partner to Transform Customer Experience Industry with Hyperautomation
New PagerDuty and Zoom Integration Speeds Up Digital Teamwork
PagerDuty, a global leader in digital operations management, announced a new integration with Zoom Video Communications, Inc., enabling DigitalOps teams to quickly initiate Zoom meetings from within the PagerDuty platform, in one click. Continue reading New PagerDuty and Zoom Integration Speeds Up Digital Teamwork
BellSystem24 moves from legacy call centre to the cloud with Bright Pattern’s Omnichannel Platform
Bright Pattern, a leading provider of AI-powered cloud contact centre software, announced that it was deployed by one of the largest outsourcers in Japan with over 30,000 agents and 34 locations across the globe. BellSystem24 needed a flexible solution to integrate with their in-house CRM called BeCloud. Continue reading BellSystem24 moves from legacy call centre to the cloud with Bright Pattern’s Omnichannel Platform
Rochester Regional Health Takes its Patient Communication Center to the Cloud with Genesys
Rochester Regional Health, an integrated health services organization serving the people of Western New York, the Finger Lakes, and beyond, is moving its patient communication centre to the cloud with Genesys®, the global leader in cloud customer experience and contact centre solutions. Continue reading Rochester Regional Health Takes its Patient Communication Center to the Cloud with Genesys
8×8 Accelerates Contact Centre Deployment for Sefton Council in Just Ten Days to Transform Citizen Services
8×8, a leading integrated cloud communications platform, announced that Sefton Council, the governing body for the Metropolitan Borough of Sefton in Merseyside, rapidly deployed 8×8 Contact Centre in just ten days to transform citizen service in the face of the global health crisis. Continue reading 8×8 Accelerates Contact Centre Deployment for Sefton Council in Just Ten Days to Transform Citizen Services
Five9 Unveils Agent Assist Offering
Five9, a leading provider of the intelligent cloud contact centre, announced the general availability of Five9® Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent Cloud Contact Center capabilities with assistance focused on helping the agent during and after calls. Using AI-based, real-time call transcriptions, Five9 Agent Assist provides the first use case, a powerful new capability called Assisted Summarization. Continue reading Five9 Unveils Agent Assist Offering
Teleperformance UK Earns Designation as a Great Place to Work-Certified™ Organisation in 2020
Teleperformance UK, a global leader in customer experience management, announced it is Great Place to Work-Certified™. The certification coincides with the company successfully transitioning more than 80% of its people to work from home when COVID-19 swept the world. Continue reading Teleperformance UK Earns Designation as a Great Place to Work-Certified™ Organisation in 2020
Blue Prism Interact Now Available to all Enterprise Customers
Continuing to push the boundaries of intelligent automation and deliver more value to customers, Blue Prism announced further extensions to its core Blue Prism platform giving all users more options for real-time collaboration between human and digital workers. Continue reading Blue Prism Interact Now Available to all Enterprise Customers