Contact Centres

Through real-time data insights, Intradiem empowers contact centres to unlock previously untapped capacity.

Intermedia's addition of Contact Centre to its existing Unified Communications integration unlocks a new standard for seamless collaboration and exceptional customer experiences.

The partnership will enhance contact centre operations and enable enterprises to adopt flexible, secure, and scalable solutions.

Amazon Connect now offers automated segmentation for proactive outreach, delivering personalised and timely interactions across channels.

T-Metrics is uniquely positioned in the contact centre industry, delivering solutions that meet the highest government security standards in any deployment model.

Amazon Bedrock helps users easily experiment with and evaluate top foundation models for specific use cases.

Active Listening prompts users with context-aware genAI to ask questions, encouraging them to provide more responses in real time.

VoiceX-powered AI agents can enhance customer satisfaction by 40%, reduce operational costs by 60%, and boost customer engagement by 60%.

If generative AI takes over many Tier 1 support interactions, contact centres should focus on training agents on both enhanced product knowledge for Tier 2 support, as well as the communication skills (soft skills) to handle emotionally complex customer issues, says Mike Aoki, President at Reflective Keynotes Inc

Level AI, the customer service intelligence platform, launched a new agent screen recording and monitoring product. The company’s latest feature will enable contact centre teams to improve support quality, agent learning and coaching by monitoring and gaining further insights into their agents’ behaviour. Level AI has been working to place cutting-edge AI and machine learning […]