contact centre

GenAI-powered solutions also enable agents to maintain service quality and perform associated tasks more efficiently.

The latest AI-powered addition to Intermedia Contact Center enables supervisors to more quickly identify critical customer interaction insights, improving agent performance and customer experience outcomes.

Vonage's Enhanced Noise Cancellation provides an immediate and effective way to improve customer experiences that drive engagement, whilst providing better recordings and analytics. 

"With mundane banking requirements being done digitally, through self-serve channels and customers increasing their adoption of digital channels, contact centre agents are now forced to become more of technical experts than banking experts," says Asma Beljaflah, Head of Emirates Islamic Contact Centre at Tanfeeth.

Currently, the solution predicts churn accurately 80% of the time, but with refinements and model training in progress, Intradiem expects it to increase to 90% or more by 2024.

The partnership will lead to more customised guidance and improve customer journeys with enterprise contact centres

There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating the journey excellence score,” says Einat Weiss, Chief Marketing Officer at NICE Systems. She talks about creating a culture of transparency and engagement to find the right fit between […]

Sprinklr Service is an AI-powered CCaaS platform that enables agents to serve customers across digital, social, and voice channels.  Sprinklr launched the winter release (v. 18.2) of its unified customer experience management (Unified-CXM) platform with more than 650 new features and innovations for the four Sprinklr product suites, including 120 contact centre-as-a-service (CCaaS) features and […]

Talkdesk CX Cloud will also be incorporated into MetTel’s integrated, fully managed network services offering as MetTel Cloud Contact Centre. MetTel, a digital transformation and communications provider, has partnered with Talkdesk, a cloud contact centre systems provider, to offer an automated solution that uses artificial intelligence to optimise and prioritise the most critical customer service […]

Qualtrics introduced partnerships with Twilio, Five9, and Merkle. Qualtrics expanding partnership with Twilio, a customer engagement platform provider, led to a no-code connector that allows real-time data sharing between the Twilio Segment customer data platform and Qualtrics’ Experience iD (XiD).  It offers a combined view of operational engagement data, like content engagement, purchases, user logins, […]