It’s no secret that it can be difficult to stay on top of things in such a fast-paced world. But don’t worry, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Enjoy last week’s top stories below!
Brightcloud Partners with Vonage in Major CX Boost
BrightCloud has announced a strategic partnership with Vonage, a global leader in cloud communications, to strengthen its customer experience optimisation solution with Vonage’s Communications APIs.
As a Cisco Contact Centre partner, BrightCloud Group will provide the capability to integrate Vonage’s Communications Application Programming Interface (API) technology into Cisco Webex Contact Centre within its BCSquared Cloud Contact Centre Managed Service Platform.
DVLA Picks Wavenet to Innovate Contact Centre
The DVLA have selected Wavenet to design powerful and bespoke solutions to transform their Contact Centre and CX offering.
The DVLA has awarded Wavenet a five-year contract to transform Contact Centre services along with their back-office telephony with the added aim to aid employee experience. Following contract award, Wavenet has been working closely with DVLA to further understand their vision and ultimately support their digital transformation journey over the next five years beginning with the Cloud Contact Centre deployment.
Amplitude Introduces the First Digital Optimisation System
Amplitude introduced the industry’s first Digital Optimisation System used to manage, measure, and optimise the business value of digital product innovation.
Following the #1 rating of its digital product analytics suite, Amplitude also introduced its new personalisation product, Amplitude Recommend. This is the first personalisation solution that leverages customer behaviour data to determine which behaviours lead to the optimal business outcome, including conversion to purchase or average order size. Based on these data, the system tailors each individual experience to optimise the desired outcome.
New AI-powered, Automated Notetaking and Call Transcription Brought by Five9
Five9, a leading provider of the intelligent cloud contact centre, announced that mobile virtual network operator TruConnect has successfully employed Five9 Agent Assist to improve call handling.
Agent Assist has AI-powered, automated notetaking and call transcription that helped TruConnect reduce average call handle time (AHT) by 30 seconds within three months. The company expects an overall cost saving of 7.5 percent in the first year for the time saved.
8×8 Introduces New Hybrid Work Capabilities
8×8, a leading integrated cloud communications platform provider, today announced new product enhancements, including the new 8×8 Work for Web. The new product enhancements involve contact centre, voice communications, chat, and meetings. Research commissioned by 8×8 reveals that 82 percent of organisations plan to offer a hybrid work model. With the newest 8×8 capabilities, employees will be able to stay productive regardless of the place and way they work.
The Spring 2021 Release of the 8×8 integrated cloud contact centre and communications product enables organisations to support the next hybrid workforce by delivering everything needed to communicate and collaborate from anywhere and on any device.
