It’s been a busy week in the world of CX, with new releases from Five9 and NICE, alongside fresh integrations for Oracle, Webex, and Calabrio.
Here are the extracts from some of our most popular news stories over the last seven days.
Five9 Expands Genius AI Suite with New GenAI Knowledge Tool to Boost CX
Five9 has announced its new AI Knowledge solution, the latest feature in the company’s Genius AI suite.
Powered by generative AI (GenAI), the tool is designed to tackle one of the “biggest pain points” in customer experience by enabling agents to deliver speedier responses to customer inquiries.
Five9 claims that the solution is capable of providing answers that are not solely based on FAQs and knowledge bases, but instead are informed by “contextual data pulled from an organization’s vast knowledge sources.”
Available for live or virtual agents, the AI Knowledge innovation can use this data to analyze a customer inquiry in real-time and precisely find and present the most relevant answer for each interaction.
The CX platform provider believes that by improving the efficiency of response handling, companies can cut hold times, minimize customer frustration, and lower costs.
Callan Schebella, Executive Vice President of Product Management at Five9, explained how the AI Knowledge solution would enable users to maximize the potential of AI:
With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint.
Alongside the announcement of the latest tool in the Genius AI Suite, Five9 also revealed the company’s new strategic approach to leveraging “AI-elevated CX across the customer journey” (Read on…).
NICE Actimize Launches SURVEIL-X Behaviour to Monitor Employee Conduct
NICE Actimize has introduced its AI-powered employee monitoring solution ‘SURVEIL-X Behaviour’ into its SURVEIL-X Holistic Employee Conduct Surveillance suite.
SURVEIL-X Behaviour provides organisations with an all-in-one behavioural profile of their employees to help them assess conduct levels, while also identifying the various root causes driving potentially damaging actions.
On top of surveillance for communications, sales, markets, and conflicts of interest, the fraud prevention solutions provider NICE Actimize can now offer financial services companies’ behavioural insights into their employees via SURVEIL-X.
Vinod Jain, Strategic Advisor of Capital Markets at Datos Insights, an insights, data, and advisory services company, explained the significance of deploying a comprehensive employee surveillance solution:
Most surveillance systems today focus exclusively on individual domains, such as trading or communications, to the exclusion of behavioural factors which contribute to risk and ultimately impact a firm’s reputation, profitability and market valuation.
SURVEIL-X Behaviour will alert managers when triggered by certain employee actions, like failing to complete compliance training or crossing a reasonable threshold for customer complaints (Read on…).
Oracle Boosts Personalized Messaging Capabilities with Syniverse Solution
Oracle has announced that customers will now be able to access Syniverse’s personalized messaging solution, the Syniverse Communication Gateway.
While the company was already a member of the Oracle Partner Network, its tool has now officially achieved “Integrated” status with Oracle Cloud Expertise, meaning customers will be able to access it on Oracle Cloud Marketplace.
As a specialist in customer engagement, Syniverse’s solution will enable users to interact with potential employees more securely via SMS messaging.
Moreover, the solution will integrate with Oracle Cloud Recruiting to allow businesses to build strong, dependable connections with candidates through automated, personalized messages, regardless of their location.
David Hicks, Group Vice President of Worldwide ISV Cloud Business Development at Oracle, praised Syniverse, saying that the company’s “commitment to innovation with the Oracle Cloud and quality execution helps our mutual customers receive cloud-enabled messaging solutions ready to meet critical business needs.”
Alongside the features discussed above, Syniverse confirmed that Oracle Cloud customers will now be able to access instant, personalized communication; improved security, global availability, and turnkey support (Read on…).
Calabrio Enhances Call Recording Capabilities for Superior Webex Integration
Calabrio has announced improved call recording capabilities that will enable integration with Cisco’s Webex Calling solution.
Described by Calabrio as an all-in-one compliance recording solution, the tool promises to provide enterprises with “reliable and scalable” cloud-based call recording.
The new integration builds on the existing partnership between Calabrio and Cisco, with the former already deployed as a Workforce Optimization (WFO) solution provider for Webex Contact Center.
The companies believe that the integration will enhance users’ abilities to record and analyze calls for contact center agents, back-office staff, and sales teams – leading to improved business performance and efficiency.
In discussing the new, Raj Shankar – Senior VP of Global Product Management at Calabrio – highlighted the benefits that joint customers will now enjoy:
“Leveraging our long-standing partnership with Cisco and thousands of deployments, customers gain a single, intuitive interface for sharing contact data across their enterprise.
Joint customers benefit from a widely deployed WFO solution for Webex Contact Center and Webex Calling platforms.
Let’s take a look at some of the other features of Calabrio’s enhanced tool (Read on…).
