Leveraging NLP, conversational analytics and machine learning for call tracking and attribution can improve digital marketing performances.
Intelligent Assistants
Harness the Power of Differentiated CX — Especially for First-Time Callers
Using AI and decisioning, enterprise contact centers can do the seemingly impossible: orchestrate differentiated CX instantaneously for first-time callers!
“Better Together”: Five9 Buys Inference Solutions
Five9 is acquiring Inference Solutions to bring its platform for creating Intelligent Virtual Agents (IVAs) in house.
What Twilio’s Acquisition of Segment Signals
Twilio is using $3.2 billion worth of common stock to acquire Segment, a cloud-based customer data platform (CDP) and redefines the full-stack CPaaS.
Customer Success Managers Shift from Advocacy to Forensics
Customer Success Managers provide analysis, make recommendations and ensure compliance of Conversational AI…. Should their services be free?
Five9’s VoiceStream Amplifies Value of Conversations in Real Time
The service that is likely to have the biggest impact in the long run, from the point of view of both CX and partner opportunity is VoiceStream, which offers real-time access to conversations between agents and customers.
And Then…Customer Experience Applications Morphed from SaaS to Platforms!
Application Platforms allow enterprise customers to unleash hyper-personalization, dynamic experimentation, and accelerated adjustments to changing conditions.
Conversational Intelligence Will be Key to Success for Local Businesses
As businesses prepare for their local economies to return to their original vibrancy, how they apply Conversational Intelligence to support sales and retention of customers should be a first-order concern.
Uniphore Strengthens BPO Alliances with WNS Partnership
As the global pandemic accelerates remote work environments, combined with customer care operations moving to the cloud, BPOs and contact center technology providers push for digital transformation.
Genesys Establishes a new Multi-Cloud Ecosystem; How Nuance Customers Could Benefit
With the introduction of Genesys “multi-cloud” Engage offering, “containers” and “Kubernetes” now enter the everyday lexicon of contact center administrators and CX aficionados.