Recent Posts - page 4
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Interactions Takes “Task Orchestration” to Task
With the introduction of Task Orchestration, Interactions applies Generative AI (GenAI) in conjunction with “human intelligence” to reduce the time, effort, and expense associated with development and fine-tuning bots.
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Five9 Is All In on Genius AI
Five9, a leader in the Contact Center as a Service (CCaaS) market, stays ahead of the curve by making two new products generally available as part of a growing portfolio branded as “Genius AI”.
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Costs of Generative AI Continue to Drop, Unlocking New Possibilities
With LLM costs dropping rapidly, contact centers can explore more creative uses of Generative AI and customers can hope to benefit from improved pricing models.
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Ask Yourself: “Am I Wiretapping Calls With My Own Customers?”
A lawsuit claim that calls to Patagonia are ” intercepted, listened to, recorded, and used by an undisclosed third party….” In this case the third party is contact center as a service (CCaaS) provider Talkdesk.
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Salesforce Pushes Forward with Gen AI: Introducing Einstein Service Agent
Salesforce’s fully autonomous AI agent represents an important leap for GenAI chatbots and the accelerated adoption of LLMs across business functions.
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Building a Practical GenAI Roadmap to Deliver Smarter CX
Introducing a comprehensive self-assessment framework to show how companies like Enghouse Interactive help contact centers develop a tailored roadmap for integrating AI functionalities effectively.
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GenAI Hype Fatigue: Don’t Fall for It
The capability of LLMs to engage in human-like conversations, provide accurate and contextually relevant responses, and continuously learn from interactions offers unprecedented opportunities to enhance customer service.
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Parsing Mpower: NICE’s Integrated “CX AI” Offering
NICE flipped the script when it announced general availability of CXOne Mpower,an elegant integration of products, features and functions already available under the CXOne and Enlighten brands.
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Beyond the Hype: Zoho’s Focused Approach to AI Integration
Instead of making a big splash to announce Generative AI capabilities for the sake of press and competition, Zoho has been quietly and efficiently integrating AI into all their products.
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Micosoft’s Latest Dynamics Contact Center Build puts Copilot First
Microsoft is correct to make GenAI the core of a differentiated CCaaS offering. It is a newcomer to CCaaS, yet it has spent more than a decade establishing its bonafides in Conversational AI (the precursor to GenAI).