Contact Centres

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 […]

Observe.AI, providers of an intelligent workforce platform for contact centres, launched Auto QA, an adaptive automation solution to boost agent performance. Auto QA accelerates the quality assurance lifecycle for contact centres and allows teams to tailor automation to business needs and increase the volume of coaching insights. It offers flexibility on a sliding scale of […]

Balto has released its next generation of intent-based conversational dialogue models, raising the bar in conversational guidance capability, and reaffirming the company’s reputation as the premier real-time guidance platform for contact centres. Using state-of-the-art deep learning techniques, Balto’s conversational dialogue modelling has been the gold standard for AI-powered real-time guidance during calls. With the latest […]

Pindrop, a global technology offering security, identity, and intelligence for every voice, announced that VeriCall Technology, a solution offered by its wholly owned subsidiary Next Caller, is now the first ANI validation and spoof detection platform available on Amazon Marketplace for Amazon Connect, a cloud-based contact centre service platform. This offering will enhance call verification […]