[24]7’s acquisition of IntelliResponse is an important step in the development of the conversational engagement model that is becoming necessary in the mobile-first, multi-channel world of digital commerce and customer care.
Customer service
Enacomm and VoiceVault Partner on Voice Authentication Service
VoiceVault’s voice biometrics engine to be integrated into Enacomm’s phone-based, customer service solution to provide secure and convenient authentication.
Meet IPSoft’s New Intelligent Assistant Robot: Amelia
IPsoft’s new intelligent assistant, Amelia, has the ability to execute business processes that go deeper than just handling customer service calls when combined with “Robotic Process Automation” (RPA).
“Survey Results: Factors That Influence Enterprise Customer Experience Initiatives”
An exclusive Opus Research report details organizational processes and the decision-making factors involved for purchasing, implementing and measuring success for enterprise customer experience initiatives.
CX Message @ Oracle OpenWorld: Engage, Empower, Adapt
Based on on presentations of the CX portfolio, technology roadmap and an sales/engagement model called “Oracle Roadmap to Modern,” I came away from the CX track at OpenWorld more bullish about the business unit’s prospects than I had felt in prior years.