NICE executives presented their vision for CX automation at the NICE Analyst Summit 2024, where they showcased new features of the CXOne Mpower suite that boost human-free workflows.
Intelligent Assistants
Zoom Unveils AI Companion 2.0: Advancing the AI-Assisted Workplace
AI Companion 2.0 represents an interesting leap forward in AI integration across Zoom’s ecosystem and the potential of predictive, autonomous assistance.
How Invoca’s PreSense Enables Smarter Routing and Improved Conversion Rates
Customer intelligence tools, used by DIRECTV and MoneySolver, enable remarkable improvement in conversion rates for sales agents and smarter call routing.
Open AI’s Realtime API: A Disruptor for Customer Self-Service?
The powerful Realtime API tool enables building sophisticated self-service voice applications advancing the state of the art in Conversational AI.
Verint’s Engage 2024 Reveals the Practical Power of GenAI
At their customer event in Orlando, Verint introduces AI-powered bots for knowledge automation and analytics to drive real business outcomes.
Vonage Plays to its Strengths (APIs and GenAI) with Recent Partnerships
Partnerships with SAP and Salesforce showcase Vonage’s arsenal of features and function have impact up-and-down today’s technology solution stack.
From Voice-First to GenAI-First: Parloa Unveils its AI Agent Lifecycle Platform
Parloa’s AMP Studio provides a user-friendly interface for business designers to craft agent personas using natural language, defining the agent’s role, tone, and behavior when engaging with customers.
Zoho Analytics: GenAI Solves BI’s Big Challenges
Zoho Analytics overcomes the challenges of democratizing BI by taking an end-to-end approach with four key focus areas.
GenAI: Cure for the Common CX Doom Loop
Businesses are well-advised to invest both in technologies that employ GenAI to provide better self-service, and in marketing (customer education) programs that raise awareness of those new, improved customer care resources.
From IVR to AI-VR; It’s a Done Deal
The emergence of AI-powered voice assistants spells more bad news for the “legacy” technologies that were foundational to the conversion of Interactive Voice Response (IVR) systems’ touch-tone input (Press “1” for Sales) to spoken input.