News

CallMiner’s AI summarisation capabilities use generative large language models to condense voice and text-based interactions into short summaries and uncover unknown insights CallMiner, a provider of conversation intelligence, introduced artificial intelligence-driven capabilities for automated summarisation of interactions and redaction of sensitive payment card, health, and personally identifiable information. Using named entity recognition and machine learning […]

Zoom Contact Centre users get Calabrio’s artificial intelligence-powered forecasting and automated, multiskill scheduling.  Calabrio’s cloud-based workforce management (WFM) solution has been integrated with Zoom’s omnichannel contact centre platform. With this integration, Zoom Contact Centre users get Calabrio’s artificial intelligence-powered forecasting and automated, multiskill scheduling. Self-scheduling is available via mobile app and powered with virtual-assistance technology. […]

Amazon also re-engineered the graphical configuration in the Amazon Chime SDK section of the console, allowing users to analyse real-time audio data from voice analytics, Amazon Transcribe, or Amazon Transcribe Call Analytics Amazon launched Amazon Chime SDK call analytics to record and generate insights on real-time audio calls, including transcription, voice tone analysis, and speaker […]

This expanded partnership enables Five9 to resell Invoca PreSense, delivering a solution that provides contact centre agents with a complete, pre-call picture of a customer’s digital activity. Five9, a provider of the Intelligent CX Platform and Invoca, a AI conversation intelligence provider, announced that they have expanded their strategic partnership to deliver a solution that […]

By synergising these two products, idexo helps companies to optimise engaging 360-degree experiences, transform community engagement into long-term customer relationships, and maximise revenue and loyalty. idexo, a web3 revenue and loyalty infrastructure provider, announced the launch of its NFT Templates System and Web3 CRM.  These innovative tools help businesses and organisations interact with their communities, […]

The summary generator can distil hundreds of individual customer comments into an overview of the most pressing topics in just minutes. InMoment has incorporated ChatGPT capabilities from OpenAI into its eXperience Improvement (XI) Platform and introduced Smart Summary Generator, another Chat-GPT-based application. “We’ve all seen recent headlines around personal use of ChatGPT, but what isn’t […]

The new Unlock plan from RedTrack can help them access a range of features typically only available to ecommerce stores with bigger budgets and possibilities. RedTrack.io brings Unlock solution to ecommerce businesses to help them see actual advertising results across Google, Facebook, and TikTok Ads. It improves conversion numbers and attributes 100% of the revenue […]

The partnership is designed to help businesses provide faster, tailored conversational experiences to customers across all channels.  Zendesk has signed a five-year partnership with Amazon Web Services (AWS) to help businesses deliver personalised customer experiences at scale. The partnership is designed to help businesses provide faster, tailored conversational experiences to customers across all channels while […]

In case you missed it, here’s a look at the top headlines in the marketing and technology landscape. The news selected presents a snapshot of the evolving consumer terrain, how technology is being optimised to solve growing marketer challenges and significant drivers of customer experience trends. Freshworks Embeds Generative AI To Improve Quality And Efficiency […]

This new partnership will enable organisations to take their customer engagement to the next level. Verint is partnering with Eventus Solutions Group, a subsidiary of Tech Mahindra, to bring Verint Digital-First Engagement solutions to midmarket and enterprise businesses worldwide. Eventus is now a Verint value-added reseller partner. “We’re proud to be a reseller partner to […]