Popular stories shared among agents, business leaders and our loyal readership are on top CX tips, new solutions launched and mergers. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Avaya Named Major CPaaS Player
Avaya has been named a “Major Player” in the 2021 IDC MarketScape for the worldwide CPaaS market. Avaya OneCloud™ CPaaS allows organisations to create and deliver more memorable experiences by assembling business capabilities to deliver outcomes they need for their customers and their teams.
Dialpad Introduces TruCaaS
Dialpad Meetings, previously known as UberConference, introduces new capabilities and establishes the Dialpad cloud communications platform as the one place for a truly unified Communications as a Service (TruCaaS) experience. TruCaaS solution helps customers simplify business collaboration and avoid the growing phenomenon of app overload.
Unbabel Integrates with Zendesk to Empower Agents
Unbabel, an AI-powered Language Operations platform that helps businesses deliver multilingual support, announced it is the first translation partner to integrate into the Zendesk Agent Workspace. The new Unbabel Agent Workspace integration enables agents to communicate with customers in multiple languages instantly and seamlessly across channels.
Northern Powergrid & Content Guru to Boost CX for 8M Customers
Northern Powergrid is set to transform its contact centre for the 8 million customers whose everyday life it powers. The electricity distributor has awarded a contract to leading cloud communications provider, Content Guru, to enhance its contact centre technology and help improve the experience for customers calling the company for advice and support.
Clarabridge and Five9 Partner
Clarabridge has announced a ground-breaking new partnership with Five9 that brings industry-leading conversation intelligence and interaction analytics to the contact centre.
The partnership will help organisations operationalise workflows, perform root cause analysis, and get the most out of customer interactions with cutting-edge natural language understanding and cloud contact centre management capabilities.
