Recent Posts - page 35
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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)
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Journey Lays Out Path for Secure, Zero-Knowledge Authentication
Leveraging “zero-knowledge” authentication, the company hopes to improve customer satisfaction, prevent fraud and drive operational efficiencies for contact centers.
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Webinar: SMS + Automation: The Next Level in Conversational Sales and Analytics
Join Opus Research and Marchex for a live, interactive webinar (July 23) to learn how textbots and SMS messaging can dramatically uplift conversions and drive critical actions that increase revenue.
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Vonage’s Cloud Platform Rises to New Demands of Telehealth
The greatest testimony to the success of Alan Masarek’s strategy and tactics is the success Vonage in the fast-growing world of telehealth.
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Reaping the Benefits of the Voice First Web
The #VoiceFirst disruption is far reaching with fundamental business implications for conversational marketing, customer care and intelligent assistance.
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Opus Research Report: A Cloud-Based Approach to Intelligent Authentication
How the Covid-19 global pandemic crisis exposed pre-existing performance problems and known security vulnerabilities in the customer care fabric of brands around the world.