Recent Posts - page 28
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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.
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Video: Creating Business Value with Today’s Intelligent Authentication Solutions
As enterprise decision makers seek competitive context for implementing voice authentication and fraud prevention technologies, who better to turn to than the expertise at Opus Research and SymNex Consulting.
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Opus Research Report: “2020 Intelligent Authentication and Fraud Prevention Intelliview”
In this third annual Intelliview, Opus Research and SymNex Consulting evaluate 20 firms to understand technology solutions to emerging security threats and CX challenges.
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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.
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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.
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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.
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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.
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Salesforce Shuts down Einstein Voice Assistant; Confirms Strong Links to Amazon Connect
A very short release note issued in July 2020 marked a quiet end to Salesforce’s Einstein Voice Assistant. But Salesforce is pursuing a “Voice Rules!” strategy that embraces AWS and leverages a large CXaaS ecosystem.
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How Companies Are Meeting the Demands of a Global Pandemic with Conversational AI
Sheila McGee-Smith and Opus Research’s Dan Miller march through real-world examples of customer care firms adapting to today’s unique challenges in a video session at Enterprise Connect Digital.
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Interactions’ Virtual Collections Agent (VCA): A Win/Win for Accounts Receivables Management
Interactions LLC launched an automated Virtual Collections Assistant with go-to-market partner and customer ERC (Enhanced Resource Centers)