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automation technology

Sitel Group, Uniphore Partner to Transform the Customer Experience Industry Through AI and Automation

Advanced technology from Uniphore combined with decades of exceptional customer service know-how from Sitel Group will deliver new CX capabilities for global brands Uniphore, an early market leader in the Conversational Service Automation (CSA) space, and Sitel Group, a leading global customer experience (CX) management provider that delivers more than 3.5 million customer experiences every day, announced they have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with…

New Research Reveals Employees Are Ready to be Empowered by Automation Technology

75 Percent of Responses Indicate Employees Believe Robotic Process Automation Will Improve Their Performance, Reduce Errors, Grow Sales and Increase Customer Experience NICE announced the findings from its State of Automation in Customer Service survey. Findings indicated that employees understand the benefits of Robotic Process Automation (RPA) and are more willing to use it to help them deliver better service experiences. More than 2000 employees in the United States and the United Kingdom were surveyed to understand…

TechBytes with Jon Phillips, VP Product Management, Certain

Tell us about your role and the team/technology you handle at Certain. As vice president of product management, my greatest responsibility is to shape Certain’s product vision and drive the business’s product development roadmap. Over the past year, this has really meant focusing on finding better ways to provide our customers with easy and seamless access to event data. And, beyond equipping marketing and sales teams with data at their fingertips, Certain’s product team has been acutely focused on understanding how we…