GoTo, the leader in cloud communications and IT, introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center. AI Quality Management improves a company’s customer service by using generative AI to simplify agent coaching and training through automated AI-powered reporting and analysis. Continue reading GoTo Launches Generative AI-Powered Quality Management Solution to Boost Contact Centre Performance and Customer Satisfaction
SupportLogic Unveils Cognitive AI Cloud to Power the Next Generation of Enterprise AI Agents
SupportLogic, the world’s first AI-native support experience (SX) platform, announced the launch of SupportLogic Cognitive AI Cloud, an AI platform designed specifically to power enterprise-class AI agents that automate and transform customer support operations. Continue reading SupportLogic Unveils Cognitive AI Cloud to Power the Next Generation of Enterprise AI Agents
Pega Launches Customer Engagement Blueprint to Optimize AI-Powered Personalisation
Pegasystems Inc., The Enterprise Transformation Company™, announced Pega Customer Engagement Blueprint, a generative AI-powered collaboration tool that helps marketing, customer experience, and AI practitioners design customer engagement programs with precision, speed, and clarity. Continue reading Pega Launches Customer Engagement Blueprint to Optimize AI-Powered Personalisation
Zendesk to Acquire Local Measure, Expanding AI-Powered Voice
Zendesk, a global leader in AI-powered service, announced that it has signed a definitive agreement to acquire Local Measure, a leading provider of CCaaS and advanced voice solutions and a long-time AWS partner. Continue reading Zendesk to Acquire Local Measure, Expanding AI-Powered Voice
Condor Chooses Talkdesk to Modernize and Unify Its Customer Experience
Talkdesk®, Inc., a global provider of AI-powered CX technology that serves enterprises of all sizes, announced that German airline Condor has selected Talkdesk to bring its contact centre platform in-house and enhance its customer experience through a modern, unified approach. Continue reading Condor Chooses Talkdesk to Modernize and Unify Its Customer Experience
Firstsource Unveils UnBPO™: A Bold Redefinition of BPO
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, announced its bold new direction—UnBPO™—a transformative shift away from traditional outsourcing models. By prioritizing expertise, innovation, and outcome-driven solutions, Firstsource is redefining the industry and building a future-ready organization. Continue reading Firstsource Unveils UnBPO™: A Bold Redefinition of BPO