NICE announced that its analytics offering now includes cutting-edge AutoDiscovery capabilities. Leveraging AI-based unsupervised machine learning, these capabilities provide organizations with cross-channel insights on service anomalies and surfaces areas that are customer pain points. As a result, organizations can swiftly remedy issues as they emerge, improving customer experiences and loyalty. Continue reading NICE Announces the New Generation of Interaction Analytics with AI-Based Anomaly Discovery and Correction
Nuance Gatekeeper Delivers AI-Powered Security and Biometrics to Attack $4 Trillion Global Fraud Problem
Nuance announced Nuance Gatekeeper, the world’s most advanced biometrics solution for authenticating customers and enabling fraud detection. Available as a fully scalable cloud service, the solution allows enterprises to confirm the identity of customers and detect potential fraudsters over voice and text channels using an unparalleled set of characteristics and traits about an individual. Continue reading Nuance Gatekeeper Delivers AI-Powered Security and Biometrics to Attack $4 Trillion Global Fraud Problem
Talkdesk secures TrackTik with unmatched reliability and seamless Salesforce integration
Talkdesk®, Inc., the cloud contact centre for innovative enterprises announced TrackTik Software Inc. will move to Talkdesk for improved call quality, scalability and seamless integration with Salesforce. Impeded by the limitations of its previous provider, TrackTik is partnering with Talkdesk to provide and maintain a high-quality customer experience as the company scales internationally. Continue reading Talkdesk secures TrackTik with unmatched reliability and seamless Salesforce integration
Sutherland Partners with Leading AI Provider to Create the Contact Centre for the Future
Sutherland, the digital transformation company, announced a strategic partnership with Augment CXM, the provider of AI-powered management tools for contact centres, to deliver Sutherland CXi, an AI-driven solution that can observe patterns, predict outcomes and provide real-time guidance to enhance customer–agent interactions. Continue reading Sutherland Partners with Leading AI Provider to Create the Contact Centre for the Future
TechSee Survey: Customer Service Major Contributor to Churn
TechSee, a global leader in visual customer assistance powered by AI and Augmented Reality released the results of a wide-ranging survey examining the top reasons for customer churn. Continue reading TechSee Survey: Customer Service Major Contributor to Churn
Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group
CallMiner, the leading provider of speech and customer engagement analytics solutions, announced that it has expanded its partnership with Sitel Group, one of the largest customer experience (CX) management companies in the world, to further improve customer interactions with CallMiner’s artificial intelligence (AI)-based analytics platform, Eureka. Continue reading Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group