Join Justin Tippett as the host of the CX Hustle podcast as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.
NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfil more customer requests, including complex actions, in real-time.
Big news in the Australian BPO and call centre outsourcing industry with Probe Group to acquire Salmat Ltd’s contact business that will collectively manage over 3,500 across Australia, New Zealand and the Philippines.
Using an artificial intelligence engine to transcribe and analyse all calls, Australian owned and operated global provider of call analytics, Delacon, has developed the specialist module to provide a deeper understanding of customer behaviour and sentiment once they move from the online to offline world.
livepro has announced their Customer Experience Knowledge Management tool is now available on the Genesys® AppFoundry enabling easy integration with Genesys PureCloud enabling businesses to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs.
Twilio launches Flex contact centre platform enabling customers to instantly deploy an omnichannel contact centre platform where you can customise every element of the experience including the interface, communication channels, agent routing, and reporting.
Nice have announced that through a partnership with Passage.AI they have extended the functionality of the CXone platform with AI capability through a conversational interface for an artificial intelligence chatbot without writing a single line of code.
Voice Biometrics technology is booming as companies look to quickly authenticate customers to reduce costs and improve the customer experience. The Australian Taxation Office has lead the charge in Australia using the technology on millions of calls per year.