NICE announced that CXone integrates Sentiment Analysis data on top of intelligent routing, both driven by AI, to hyper-personalize customer and employee experiences. Adding Nexidia’s AI-driven Sentiment Analysis to  Predictive Behavioral Routing’s (PBR) AI-based routing strategy, CXone now factors in customer preferences, in addition to personality, when connecting employees and customers in real-time. Continue reading NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data →

The world’s best brands earn customer loyalty over years, even decades – only to lose it in a few seconds if the customer experience is not stellar. While customer needs and expectations have changed, the ways in which companies respond have not kept pace. It’s time for a radical change. Continue reading Cisco Contact Centre Portfolio Enhancements Revolutionize Customer and Agent Experiences →

PCI Pal®, the global provider of secure payment solutions, has announced the launch of PCI Pal Digital. Combined with its existing Agent Assist and IVR payment solutions, PCI Pal Digital enables a true omnichannel secure payments environment for businesses and contact centres taking payments across the globe. Continue reading PCI Pal® Launches PCI Pal Digital for Omnichannel Payment Security →

Swyx connects its communications solution with Microsoft Teams, offering users even greater functionality and flexibility. Continue reading Swyx offers comprehensive telephony functions with Microsoft Teams →