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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.
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.
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.