The focus in too many analyst conversations and product roadmaps is on model capability – what features shipped this week, which frontier model powers what. But the companies that win won't be measured on features; they'll be measured on customer satisfaction, says Victor Belfor, Global VP, Business Development & Strategic Partnerships, 8x8.
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 […]
