Popular stories from the last week that you may have missed
Welcome to our round-up of the top news in the CX space over the last seven days.
Amazon has embedded an automated chatbot design tool into its CCaaS solution, alongside new case management and proactive outreach solutions.
The conversational AI innovation – known as the Amazon Lex Automated Chatbot Designer – allows Amazon Connect users to build, test, and deploy chatbots within the CCaaS platform.
Thanks to these capabilities, users access an automated chatbot design through the Lex console, now embedded within the Amazon Connect platform. Developers can then make tweaks, alter the bots’ responses, test the solution, and deploy it within a single app.
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Zoom has released a new framework that aims to connect the enterprise with a central communication hub: Zoom One.
The hub combines its CCaaS solution – which allows employees to directly connect with customers – with its Zoom Spaces, Events, and Developers offerings.
By making this move, Zoom is seizing upon the latest CX trend of connecting CCaaS and UCaaS solutions while facilitating better employee connections in the new hybrid work reality.
Sprinklr has introduced Sprinklr Modern Care Lite, an out-of-the-box version of its’ unified customer support solution: Sprinklr Modern Care.
Announced at Customer Contact Week (CCW) 2022, Modern Care Lite promises faster deployment, in just under five minutes. The solution unifies more than 15 channels, including social, messaging, and chat, into one platform.
Thanks to built-in AI models, Modern Care Lite provides real-time actionable insights aim to drive increases in CX metrics like CSAT.
CallMiner has announced a new set of workforce intelligence capabilities for improved contact centre performance.
The new set of workforce intelligence capabilities aims to improve quality assurance and performance management, agent assistance and experience, and contact centre operations.
Among other features, CallMiner has added call and screen recording to its portfolio, enabling supervisors to enhance quality assurance and performance management. They may also assess the efficiency of agents while using conversational analytics to identify specific activities such as long silences.