contact centre

Every system can report success, and the customer still doesn't get help. Why CX leaders need to test the full journey, not just each platform's uptime.

Modern contact centres need to add intelligence not only in the way it deals with customers but also with agents says Einat Weiss, Chief Marketing Officer at NICE Systems  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 […]

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, […]

Innovaccer unveiled the Innovaccer Experience Center, the industry’s first solution to transform the contact centre into an integrated, data-driven consumer experience centre for front-line healthcare agents. The Innovaccer Experience Center unifies patient and consumer data across virtually all stages of the healthcare journey, giving contact centre agents everything they need to know about a person’s […]

By harnessing the power of automatic speech recognition systems, contact centres can boost CX and get over the regulatory compliance hump. Customer satisfaction is critical in contact centres. Customer happiness, loyalty, and eventually, a company’s bottom line can all be impacted by a poor customer experience. According to VisionCritical, a consumer intelligence platform, the total […]

Qualtrics announced a new integration that brings Qualtrics XM Discover’s AI and machine learning capabilities into SAP Service Cloud to help customer service teams resolve customer issues, increase resolution rate and improve customer satisfaction. Customers today expect companies to respond quickly to their questions and issues across any channel: on social media, they expect a […]

Contact centre artificial intelligence technology provider Observe.AI introduced Selective Redaction to block personally identifiable information (PII), payment card information (PCI), and other sensitive information from recorded customer conversations without sacrificing contextual information required for intelligent business decisions. Observe.AI’s Selective Redaction uses attention-based deep neural networks to selectively detect and redact relevant entities of customer information. […]

LivePerson, Inc., a producer of conversational commerce and AI software, and Google Cloud announced a partnership that aims to improve contact centre worker productivity using artificial intelligence. LivePerson’s Conversational Cloud and Google Cloud Contact Centre AI’s Agent Assist are currently integrated. This should provide agents with real-time recommendations while they are working with customers. The […]