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Customer Interactions

Blue Prism Announces Blue Prism Service Assist

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…

Chorus.ai Builds Largest Patent Portfolio in Conversation Intelligence Industry

Exclusive technology unlocks the deepest insights across performance, revenue, and market intelligence Chorus.ai, the No. 1 Conversation Intelligence Platform for high growth sales teams, announced it has 13 granted patents, including the most recent addition which models voice calls to improve an outcome of a call between a representative and a customer, making it the most robust portfolio in the Conversation Intelligence market. Collectively, each patent solves a gap in the sales industry to fully understand sales rep…

Five9 Unveils Agent Assist Offering – Delivering Practical, Real-World Benefits to Contact Centers

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…

Bright Pattern Selected as Finalist for ‘Disruptive Technology Solution of the Year’ for CCW Excellence Awards

Bright Pattern has been selected by Customer Contact Week, the world's largest customer contact event, as a finalist for Disruptive Technology Solution of the Year Bright Pattern, leading provider of AI-powered omnichannel cloud contact center software, announces its placement as a finalist for the 2020 CCW Disruptive Technology Solution of the Year Award for Omni QM, the first omnichannel quality management software that allows companies to monitor the quality of 100% of customer interactions on all channels. The…

Dynamic Yield Launches “XP Squared” Experience Optimization Learning Center

Industry leader offers free educational resources for digital community in response to COVID-19 Dynamic Yield, the Experience Optimization platform, announced the release of XP Squared – an online public learning center designed to help digital marketers gain access to the vital experience optimization resources necessary to boost their knowledge. XP Squared will allow Dynamic Yield to freely share its expertise to create new opportunities and elevate experience optimization know-how for conversion optimization and…

Topbox Enterprise CX Analytics Unveils Alternative to NPS

Brand Experience Score measures organizational performance by analyzing everyday customer interactions Topbox, makers of enterprise customer experience analytics software, today announced Brand Experience Score (BXS)™, a new customer experience management metric that provides executives with enterprise-level visibility into the performance of customer-impacting areas of their business. BXS leverages Topbox’s core capabilities of aggregating and analyzing all voice and digital customer interactions to generate rolling,…

Pega Launches Ethical Bias Check To Help Prevent AI Discrimination Across All Customer Interactions

Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced Ethical Bias Check, a new capability of Pega Customer Decision Hub™ that helps eliminate biases hidden in the artificial intelligence (AI) driving customer engagements. The feature flags possible discriminatory offers and messages generated by AI across all channels before they reach the customer. Done right, AI has helped businesses add more value to every customer interaction, leading to deeper…

Christmas Travel Chaos Sparks Need for Better Customer Interactions

The weekend before Christmas Day is expected to be the busiest period for travel this winter, with an estimated 100 passengers flying out of Heathrow every minute alone. During the great Christmas getaway, hundreds of thousands of passengers are inevitably likely to experience delays, lost baggage or other logistical issues that will cause inconvenience and frustration. Online Travel Agents (OTAs) inundated with queries will feel the pressure to work against the clock to resolve every complaint. Marketing Technology News:…

Engagement-Led Marketing: How Brands Can Deliver More Customer-Focused Journeys in 2019

Today’s technology-driven digital economy has led to there being more opportunities now than ever for marketers to engage with their customers in-the-moment throughout the full customer journey. Marketers and brands don’t need to be ‘journey dictators’, deciding how a journey will pan out before their customers even embark upon it. Today’s technology makes it possible for them to listen and truly hear and understand the intent of their customers as they interact. Through the use of today’s latest technology, brands now have…