At Call Center Week in Las Vegas Five9 officially launched the Summer Release of its core cloud-based contact center offering.
Intelligent Assistants
New Apple iOS to Ship with Baked in “Hey, Siri” Feature
“Hey, Siri” was the top feature promoted by Craig Federighi, senior vice president of Software Engineering, when he introduced iOS 8 at WWDC (Apple’s World Wide Developer Conference).
Who Needs the Talking Refrigerator When You Have Amazon Dash?
Amazon Dash is best thought of as a part of a generation of Intelligent Assistants that we, members of humankind, should start getting ready to master.
Debut Conference To Tackle Opportunities for “Siri-like” Intelligent Assistants for Mobile and Enterprise Activities
Intelligent Assistants Conference 2014 will showcase real-world efforts to improve mobile customer experience, self-service efficiency, Web-based chat effectiveness and conversational commerce
Intelligent Assistants are Starting to Differentiate Themselves
As markets mature, incumbents distinguish themselves by capitalizing on long-term branding and R&D investment, while insurgents put pressure on with new features and functions that they hope will gain traction. A flurry of new announcements in the Intelligent Agent domain… Read More ›
Enterprise Connect Showcases Holes in the Holistic Approach to Integrating Contact Center and UC Infrastructures
Every year, I attend Enterprise Connect (link) to assess the progress that vendors are making to accommodate demand for Unified Communications (UC) infrastructure, especially the flavors that support self-service and assisted services functions for customer care and support. Every year… Read More ›
Solariat Acquisition brings Social Media Analytics into the Genesys Customer Experience Platform
Genesys has acquired the assets of social listening and analytics specialist Solariat for an undisclosed sum.
Why I Joined Opus Research. It’s Heresy!
Why I decided to join Opus Research, a leading market analyst firm in self-service, multimodal customer care, voice biometrics, place-based marketing, and intelligent assistants.
Blue KC Taps IntelliResponse for Website Questions about Affordable Care Act
Blue Cross and Blue Shield of Kansas City (Blue KC) is touting the use of virtual agents for a “more engaging online experience
Updated Experience Portal and Orchestration Designer Differentiate Avaya’s Aura Multi-channel Customer Care Offering
In anticipation of the upcoming Enterprise Connect trade show, Avaya is showcasing a newly updated and globalized Aura® Experience Portal (version 7.0).