In a strategic move to cater to the evolving needs of businesses, Zoom Video Communications, Inc. (NASDAQ: ZM) has announced a series of enhancements to its AI-powered customer experience (CX) suite. The company, known for its widely used video conferencing platform, is expanding its reach into the contact center space.
Content Guru, a global leader in cloud contact center and customer experience (CX) technology, has unveiled a groundbreaking addition to its storm® platform. In a significant move, the company has integrated Google Business Messages, a digital communication channel, into its repertoire. This integration empowers customers to engage with brands via various Google entry points, including Google Search, Google Maps, and Google Ads.
In an exciting development for businesses seeking streamlined communication solutions, CallCabinet has officially integrated its cutting-edge recording and analytics solutions with Zoom Contact Center. This groundbreaking move effectively eliminates the need for multiple, independently managed recording and analytics systems.
GoTo, a trailblazer in communication solutions, has introduced a groundbreaking feature named AI Chat Analysis within its Contact Center platform, enhancing the realm of customer service with advanced AI capabilities. This innovative add-on promises to reshape the way customer service supervisors and analysts understand and interact with customer inquiries.
Content Guru, a prominent global provider of cloud contact center and customer experience (CX) technology, has announced today that its storm® cloud contact center solution has been granted the United States Federal Risk and Authorization Management Program’s (FedRAMP) In Process designation at the High Impact Level.
Journey.ai, a trailblazing cybersecurity software company, has teamed up with Avaya, a leading contact center provider, to bolster security measures while enhancing the agent experience. The integration of Journey’s biometric authentication technology with Avaya Hybrid Cloud Services (HCS) offers a compelling solution for contact centers, replacing conventional password-based authentication with biometric verification.
SK Telecom’s recent interest in burgeoning AI companies, especially in the AI Contact Center specialist, Persona AI, is undeniable. The partnership aims to revolutionize customer service through AI technology, reducing wait times and providing 24-hour service. However, challenges remain as AI tries to match the human knack for voice recognition and interpretation. SKT and Persona AI also plan to venture into voice recognition kiosks and voice-activated robots, capitalizing on a rapidly growing market.
Avaya, a global leader in customer experience solutions, announced today that it has been awarded a cooperative purchasing contract in the Unified Communications and Contact Centre categories at Sourcewell ─ the leading Government Cooperative Purchasing Organisation in North America with more than 500 competitively solicited contracts to government, education, and nonprofit entities
CallTower, a leading provider of cloud-based unified communications and collaboration solutions, has launched the state-of-the-art Solgari Contact Center, integrated into the Microsoft Teams App. This release marks a significant advancement in the contact center agent experience by offering complete management capabilities within the Microsoft Teams platform.
Solgari’s Contact Center introduces an innovative solution that revolutionizes the way organizations communicate, collaborate, and serve customers using CallTower’s Microsoft Teams voice platforms.
Mutare Inc., the leading provider of voice threat defense solutions, has announced a new partnership with Five9, a renowned Intelligent CX Platform provider. As part of this collaboration, Mutare’s Voice Traffic Filter is now available on the Five9 CX Marketplace. This integration offers contact centers a seamless solution to combat unwanted phone calls by combining Mutare’s powerful voice defense technology with the Five9 Intelligent CX Cloud Contact Center. The Five9 Intelligent CX platform handles billions of call minutes annually and offers a range of features such as digital engagement, analytics, workflow automation, workforce optimization, and practical AI. These capabilities aim to enhance customer experiences, empower contact center agents, and drive tangible business outcomes. Alongside their dedicated personnel and strong customer relationships, this integrated solution sets Five9 apart in delivering exceptional CX. Chuck French, Mutare’s Chief Growth Officer, emphasized the significance of the telephone as a critical component of a world-class…