Helping Agents Respond to Inquiries Via Automation and AI
By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...
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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...
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New CX Research from Zeta Global, LiveVox, Gartner, Confluent, and Precisely
By Alex Gaw May 25, 2022
Of the five new research reports profiled in this roundup, three focus on what is not being done correctly by new technologies or approaches today. The objects of contention include customer data platforms, artificial intelligence (AI) and its...
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ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions
- By Keith Kirkpatrick May 25, 2022
Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a...
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Salesforce Launches CRM Analytics With New Features
- By Alex Gaw May 10, 2022
A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...
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Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
By Sherril Hanson April 12, 2022
The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...
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Ayla Networks Uses AI to Predict and Prevent Customer Problems
By Sue Marek March 17, 2022
Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...
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Enterpret Launches to Support Customer Feedback Intelligence
- By Sherril Hanson March 4, 2022
Enterpret, a new company in the customer insights and feedback segment has launched, buoyed by a $4.3 million seed round led by Kleiner Perkins, with participation from Sequoia Capital India, Unusual Ventures, and angel investors. With offices in...
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Evaluating Chatbots for Customer Support Applications
- By Keith Kirkpatrick March 2, 2022
A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...
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Zoom Launches New Contact Center CX Offering
- By Alex Gaw February 28, 2022
Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...
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M&A Update: Funding for AI-Related Tech and New Acquisitions
- By Alex Gaw February 25, 2022
In this brief roundup, the big news consists of a case of fresh funding worth nearly half a billion dollars, juxtaposed alongside two flashy acquisitions—success, at last, in the first case for a celebrity buyer following a yearlong wait; and in...
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Soul Machines Raises $70 Million for Pioneering Work in Digital People
- By Alex Gaw February 22, 2022
To hear it described by the folks at Soul Machines, the San Francisco-based technology company engaged in highly advanced artificial intelligence (AI) work, the metaverse and the digital world will soon be teeming with so-called “digital...
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