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.
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.
NICE Systems and IBM have joined forces to bring the power of “Big Data analytics” incorporates data the emanates from the contact center.
Dreamforce has always had elements of a Danse Macabre (Dance of Death) when it comes to its views of contact centers in the future.
This year the transformation of SpeechTEK continued as conference organizer, InformationToday, Inc. (ITI), co-located three closely-related-but-loosely-coupled events at the Marriott Marquis Hotel in New York City.
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense.
If you have 90 minutes (actually skip to minute 1:34 for the beginning) we think you’ll enjoy our discussion of “The Future of Conversing with Technology.”
Empirix is formally offering a new flavor of its Empirix Testing as a Service (ETaaS) designed specifically to facilitate early detection and remediation of technical speedbumps that could interfere with enrollment of voiceprints or later voice-based authentication activities.
Angel Labs has upped the ante in the speech-enabled mobile assistant domain by introducing Lexee, a self-service solution that integrates cloud-based speech processing, natural language understanding and analytics.
Nuance Communications’ introduction of the virtual assistant named Nina marks a significant set of advancements for mobile customer care. Nina’s software and approach starts with a novel combination of voice biometrics, speech recognition, text-to-speech rendering and natural language understanding, all hosted in Nuance’s “cloud.”