Customer engagement company Airship announced that it has acquired Apptimize, the most adopted solution for testing and innovating user experiences across mobile apps and other digital channels. This move provides marketers and developers with a single solution to optimize the entire user experience across messaging channels and digital properties. Continue reading Airship Acquires Apptimize to Create Industry’s Leading End-to-End Mobile Customer Experience Platform
5 Ways to strike the right balance: Occupancy and Shrinkage
In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. Continue reading 5 Ways to strike the right balance: Occupancy and Shrinkage
Cisco Announces Intent to Acquire Voicea
Cisco announced its intent to acquire privately-held Voicea, headquartered in Mountain View, CA. Voicea is the creator of a market-leading real-time solution that provides meeting transcription, voice search, and meeting highlights/action items, with robust data privacy. It helps teams have more productive and actionable meetings by turning talk into action. Continue reading Cisco Announces Intent to Acquire Voicea
DataRobot and CallMiner Partner to Accelerate AI Capabilities
DataRobot, the leader in enterprise AI, and CallMiner, the leading provider of AI-fueled speech and customer engagement analytics solutions announced a partnership designed to accelerate AI capabilities within the contact and customer experience centre. Continue reading DataRobot and CallMiner Partner to Accelerate AI Capabilities
MRS BPO LLC Introduces Revolutionary New AI Tool for Call Centres Using IBM Watson
MRS BPO LLC, a leading provider of services to the accounts receivables management industry announced the launch of Adam, a proprietary conversational IVR that services customers. Adam is a blend of AI and IVR which learns and expands every day. Continue reading MRS BPO LLC Introduces Revolutionary New AI Tool for Call Centres Using IBM Watson
FICANEX Partners With Ada to Deliver AI-Powered Customer Service to Financial Institutions Across Canada
FICANEX® and Ada announced the release of tunl.chat™, an AI-powered chatbot that provides more than 175 financial institutions across Canada with another channel to support approximately 8 million customers. Financial institutions can brand and tailor tunl.chat to suit their unique requirements and deploy the chatbot within their website and mobile apps. Continue reading FICANEX Partners With Ada to Deliver AI-Powered Customer Service to Financial Institutions Across Canada