Featured Research Financial institutions can reap significant financial gains by using voiceprints to authenticate through the phone channel. By our calculations, a large money center bank will see over $100 million in economic benefit from reducing fraud loss in the… Read More ›
Big Blue introduced Watson Engagement Advisor at the SmarterCommerce Global Summit in Nashville, TN.
Featured Research Today’s customer authentication methods are from another age. Opus Research interviewed security and customer care professionals in Global 100 companies to learn about their perception and attitudes toward passive authentication of customers using voice. Respondents provided insights into… Read More ›
Cloud-based customer service specialist SoCoCare has formally launched a set of services to provide companies with the tools and resources for Social Customer Interaction Management or Social CIM(TM).
Nuance redefines resources, support structure and rules of engagement to expand revenue opportunities for long-time platform providers (like Avaya, Genesys, Huawei and Cisco) and their “sub-channels” (meaning their network of resellers).
Promising “step-function” improvement in both revenues and customer satisfaction, customer care outsourcer [24]7 has introduced [24]7 Assist, a new Web-based chat platform that leverages the company’s long-term investment in “Big Data”, analytics and decisioning resources.
Natural language processing and understanding has long been the yardstick for measuring the human-like qualities of computers, so it is no surprise that Kurzweil, in his capacity as Director of Engineering, will reportedly focus on machine-learning and language-processing projects.
On November 15, Genesys formally launched a new packaging of its customer interaction platform (Genesys 8), bringing its efforts to “save the world from bad customer service” to companies with fewer than 300 seats in their contact centers.
Lithium Technologies is buying Social Dynamx. Thus a firm whose software enables hundreds of “brands” to foster online communities is formally adding technology designed to engage contact center agents in conversations over social media.
Dreamforce has always had elements of a Danse Macabre (Dance of Death) when it comes to its views of contact centers in the future.