Metaverse represents a major new market for telcos with early estimates of the overall size of the metaverse opportunity to be around $13 trillion by 2030, according to a report by Arthur D. Little (ADL). Ericsson for example estimates the opportunity presented by 5G fixed wireless access at $5 billion in 2022, growing to $21 […]
Voice Analytics will automatically transcribe calls and grade them based on pre-set criteria. TCN, the provider of a cloud-based call centre platform, has added agent scorecards to its Voice Analytics features in its advanced contact centre platform, TCN Operator, to drive agent performance and efficiency. Integrated into Voice Analytics features, agent scorecards are built to […]
Sprinklr has expanded its partnership with Salesforce, becoming an official Technology Partner and supporting Salesforce’s efforts to meet client demand for an enterprise software platform that helps them bring customer experience data from across digital channels (Facebook, Instagram, Twitter, TikTok, and more) together with CRM data in one place. Together, Sprinklr and Salesforce will enable […]
Eleveo has joined Zoom Video Communications’ ISV Partner Program and is integrating its Workforce Optimisation (WFO) software suite with Zoom Contact Center. As an ISV, Eleveo contact centre optimisation and compliance tools will be available through the Zoom App Marketplace. Those tools include Workforce Management (WFM), Quality Management (QM) and Analytics modules. Eleveo’s Workforce Management […]
CommunityWFM has integrated its workforce management (WFM) solutions for contact centres with Zoom Video Communications’ Zoom Contact Center platform. The Zoom Contact Center integration with CommunityWFM provides features such as forecasting, scheduling, intraday management, adherence, time-off management, and agent portal technology. “We are excited to partner with Zoom as they move forward with their contact […]
The SmartBadge enables face-to-face interactions supported by robust, intuitive technology to amplify the value of events for organisers, attendees and exhibitors. Bizzabo has launched Klik Experiential wearable onsite technology for events. Wearable technology enables the following: Attendees can check into sessions, download content, and optimise networking capabilities by exchanging contact information with exhibitors and other […]
Simplr, the platform built to exceed the expectations of the NOW Customer, announced the general availability of the EngageNow Suite. This solution combines chatbot technology and human agents through an AI-powered platform to deliver higher quality and more agile customer experiences than legacy BPOs. With their origins in the early days of call centre offshoring […]
Litmus, a provider of email optimisation, collaboration, and personalisation, has launched product updates to help marketers boost pre-send email testing and personalisation. The updates include Email Testing Profiles, an integration with Klaviyo, an email inspiration gallery in Litmus Personalise, and Email Client Support, which assesses where subscribers view emails and includes support for the latest […]
Klaviyo, the provider of a unified customer platform that provides marketing tools, including email and SMS, for e-commerce businesses, has launched Klaviyo SMS Assistant to automate copywriting for text marketing campaigns. To create campaigns using the artificial intelligence-powered SMS Assistant, customers do the following: Select a campaign type out of four choices: Promotion, Product Announcement, […]
ServiceNow and Zoom at Zoomtopia, Zoom’s annual customer event, announced an expanded partnership and integrations. As part of that activity, ServiceNow unveiled ServiceNow Employee Center for Zoom so employees can access Employee Center directly within Zoom. This solution builds on the ServiceNow Virtual Agent integration with Zoom Team Chat. ServiceNow Employee Center for Zoom allows […]
