customer experience Tag

Dec. 7, 2021 – Five9 has introduced a new capability that will deliver lifelike-sounding synthetic voices for self-service use cases such as intelligent virtual agent (IVA) greetings, conversational prompts, and menu options. For this purpose, Five9 said it has added synthetic media company WellSaid Labs...

Nov. 16, 2021 – Contact center-as-a-service provider Talkdesk has updated its workforce engagement and analytics solution sets with new customer feedback and agent performance management capabilities. With Talkdesk Feedback, organizations can capture, analyze, and act on voice-of-the-customer (VoC) feedback gathered via surveys deployed on any...

Nov. 15, 2021 – AudioCodes has acquired conversational AI solutions provider Callverso, an Israel-based company offering virtual agent and natural language understanding (NLU) technology to customers in the health, utility, and other service provider verticals. Callverso is now a wholly owned subsidiary of AudioCodes, and...

Oct. 19, 2021 – Vonage has acquired Jumper.ai, a provider of omnichannel, messaging-first conversational commerce solutions for consumer brands looking for large-scale engagement across social, messaging, and webchat. Vonage said it will bring the Jumper.ai team into its product and engineering group and add an...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

Sept 15, 2021 – Dialpad has announced the acquisition of Kare Knowledgeware, a customer experience platform that optimizes workflow orchestration, knowledge management, analytics, and business intelligence. The deal gives Dialpad’s contact center solution conversational AI capabilities and improved self-service functionality by organizing unstructured data and...

April 14, 2021 – Vonage announced enhancements to its contact center services aimed at improving customer engagement. The most prominent features of the release is dubbed Visual Engagement for Vonage Contact Center, and it allows companies to interact with their customers using video embedded directly...

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. As 37.2% of organizations have hired Chief Customer Officers (a relatively new executive position responsible...