Recent Posts - page 21
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Why Voice Platforms Need to Make Foundational Changes to Allow Multi-User Skills
Amazon, Google, and other voice platforms are leaving the hard, communal problems to skill developers.
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NICE Defines Foundation for Handling “Massively Asynchronous” Experiences
NICE unveils CXi, a decidedly non-contact-center centric framework for digital, multichannel communications that leverages real-time customer journey data for actionable Conversational Intelligence.
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The Authenticator’s Dilemma: Alternatives to Knowledge-Based Authentication in the Contact Center
Many organizations now use Automatic Number Identification (ANI) or Caller Line Identifier (CLI) to identify their customers, providing strong authentication when combined with Voice Biometrics.
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Consolidation Chronicles: Genesys to Acquire Pointillist and Exceed.ai
Genesys has used the acquisition path to augment its IA-infused, CX-focused cloud in two different domains.
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Amazon Connect’s Voice ID Debuts Globally
Amazon Web Services (AWS) extends the availability of Amazon Connect Wisdom and Amazon Voice ID from “preview” status to general availability.
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“Voice Intelligence” and “Affective Communications”
‘Bots are becoming more “Affective” (meaning sensitive to moods, feelings and attitudes). The question is: Does affectiveness will make them more “Effective” (meaning “capable of producing results).
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Looking Back: My First Day at Opus Research (a.k.a. Yesterday)
Wherein the new guy at Opus Research reflects on his first day as senior analyst.
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Webinar: “The Age of Voice Innovation, Part II: What Keeps You Up at Night”
Understand strategies and tactics for introducing AI-infused voice technologies into customer care channels (Webinar, Oct 5)
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“Audio Ergo Sum!” (Part 1)
Marketers continue to underestimate the importance of audio (voice and sound) as a ubiquitous presence in our daily lives and are poised to miss critical opportunities.
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Managed CX: Techniques for Managing Your Digital Transformation
How managed customer engagement creates better solutions for Digital Transformation by relying on existing subject matter experts to leverage AI and automation tools ensuring success with customer care.