Recent Posts - page 27
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Zoho Enables Conversational Analytics for All Businesses
Major platform enhancements for Zoho One leverage Zia and natural language enterprise search to understand critical business decisions with greater precision and speed.
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“Audio Ergo Sum!” (Part 2)
Voice and audio present new challenges for Marketers in how to engage their prospects and customers, and how to differentiate their brands.
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Webinar: “The Voice Assistance Challenge – Exceeding Customer Expectations”
Opus Research and Poly AI explore new technologies that are now enabling enterprises to automate truly delightful customer experiences over the voice channel.
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Webinar: “Taking on the Insurmountable: Migrating Customer Care to the Cloud”
Opus Research and Speech-Soft Solutions describe critical steps businesses are taking to manage and maintain optimal customer care for both an on-premise and hosted environments.
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Vonage “Gets” Conversational Commerce; Acquires Jumper.ai
Amid all the talk of journey mapping, tracking in a cookieless future and concern over surveillance, there is brilliance in pursuing a “storefronts are conversations” model.
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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.