Contact Centers

Deloitte Digital announced a new offering uniting the organization's experience in large scale contact center transformations and human-centered design with the latest capabilities of Salesforce Service Cloud Voice. The new offering will enhance omni-channel customer experience capabilities for contact centers for businesses across customer-facing industries such as government, financial services, health care, and consumer, to better meet the needs of customers and agents. Deloitte Digital's offering delivers Salesforce…

Calldesk, the European pioneer in AI-powered voice agents, and Talkdesk, the cloud contact center for innovative enterprises, announced a partnership to accelerate the deployment of conversational AI in contact centers. Via the partnership with Calldesk, Talkdesk customers will now be able to leverage the advantages of conversational AI, by reducing the cost of processing simple requests and providing a better experience to their callers: a personalized response, 24/7, with no hold time, even during call peaks. The Covid-19…

Addressing the increasing demands of customer contact centers and call center agent productivity, Blue Prism announced the availability of Blue Prism Service Assist. This new offering delivers a real-time, unified 360-degree view of all customer interactions helping free up agents so they can be more responsive, empathetic, and engaging, to better serve customers. "Customer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we've transformed our customer…

Five9, Inc., a leading provider of the intelligent cloud contact center, announced the general availability of Five9 Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent Cloud Contact Center capabilities with assistance focused on helping the agent during and after calls. Using AI-based, real-time call transcriptions, Five9 Agent Assist provides the first use case, a powerful new capability called Assisted Summarization. With this technology, Five9 Agent Assist can summarize calls and with optional confirmation…

SmartAction, a leading provider of AI-powered virtual agents for contact centers, announces its promotion of Gary Davis from President to Chief Executive Officer. Prior to President and CEO, Davis served as SmartAction's Chief Operating Officer, steering SmartAction through record-setting growth and milestones that included landing its 100th large enterprise client and ranking as the top-rated Virtual Customer Assistant solution (4.8/5) on Gartner Peer Insights as rated by customer reviews. Marketing Technology News: …

Broad multivendor ecosystem of leading cloud platforms, technology providers and system integrator resellers gives enterprises greater control and flexibility Genesys, a global leader in cloud customer experience and contact center solutions, has announced the industry's first native multicloud architecture. With new levels of flexibility, agility and choice, it's now simpler for organizations to build a rich multivendor ecosystem and tailor their infrastructure, deployment and management models to fit their business.…

Scoring, detection and mitigation cloud service provides always-on communications security for enterprises and contact centers With a dependence on highly reactive, legacy communications security solutions, contact centers and enterprises are increasingly vulnerable to sophisticated infrastructure attacks. To mitigate these threats, Oracle has launched the Oracle Communications Security Shield (OCSS) Cloud, a real-time communications security solution. Built on Oracle Cloud Infrastructure, the solution uses artificial…

Public sector clients including local councils and NHS trusts have rapidly transitioned to remote working using IMImobile’s products Global cloud communications software and solutions provider IMImobile PLC, announced that its cloud contact center software has enabled remote working for its clients following the COVID-19 outbreak. Customers including Hertfordshire Partnership University NHS Foundation Trust, Dudley Metropolitan Borough Council and Bouygues Energies & Services have recently transitioned their…

The goal of every Marketing effort: To generate Marketing Qualified Leads and eventually shorten the Sales cycle. That's the power of Precision Marketing if employed properly in your current MarTech stack. Have you ever thought about directly turning your MQLs into Sales? Yes, that's now possible with Unica's all-new v12 Cloud platform that features some of the most advanced Marketing Automation and Offer Management applications. One of the best-known Marketing Automation platforms, Unica, is back with a bang. In its…

Conversocial Launches New All-In-One Messaging Suite Combining AI, Bot and Human-Agent Engagement Conversocial, the leader in conversational customer experience, today announced new platform and pricing offerings. By combining AI and human agents in a single platform, Conversocial is empowering brands to deliver unique experiences, at scale, across the customer lifecycle. The all-new Conversational Customer Experience Platform by Conversocial brings together four key capabilities into a single customer engagement suite…

AI real-time speech to text platform delivers powerful insights to drive contact center optimization and better understood customer experiences at enterprise scale Medallia, Inc., the global leader in experience management today announced they entered into a definitive agreement to acquire Voci Technologies, the real-time speech to text platform. “Our whole company is delighted to be joining forces with experience management leader Medallia. We are thrilled that Voci’s powerful speech to text capabilities will become…

Bright Pattern AI Solution Packs are an industry-first for making Artificial Intelligence easy to deploy in contact centers with immediate ROI Bright Pattern, the most powerful AI-powered cloud contact center for innovative companies, today announces Bright Pattern AI Solution Packs to help companies of all sizes utilize artificial intelligence instantly in their contact center operations. Although AI is a top priority for CIOs and companies looking to transform with a next-generation digital customer experience, most…

Jacada is providing customer service automation solutions to boost the productivity of the new and growing work-at-home contact center workforce. As greater demands are being placed on customer service and fewer experienced agents are available, our technology boosts call deflection rates and NPS drastically Jacada, Inc., a global pioneer in customer service automation software, has been monitoring the impact the coronavirus has had on contact centers. In response, Jacada is offering award-winning customer service…

According to Forrester’s Digital Rewrites the Rules of Business Vision Report: “Digital innovation is the untapped hero of customer service. A service call is an indicator of an unmet expectation. So why does it get so little airplay?” When done right, implementing new and digital technologies can reshape business processes, customer experiences, and create enduring competitive advantages. One area primed to reap the rewards of Digital Transformation is the contact center. A digitally-transformed contact center delivers…

The on-demand economy has conditioned consumers to feel entitled to a product or a service at the click of a button. Not only do we want what we want, when we want it (now), we also expect brands to provide excellent and consistent customer experiences at every point of engagement. Whether you’re visiting an e-commerce website or a brick and mortar location, or you receive a targeted email or a telemarketing call, the most successful businesses are those that provide exceptional and customized experiences regardless of the…