From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, because we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!
Conversational AI Startup Shelf.io Raises $52.5M
Conversational AI startup Shelf.io has closed a $52.5 million Series B funding round led by Tiger Global and Insight Partners. The company’s platform supports virtual assistants that can help customer service agents answer questions and carry out tasks for customers more efficiently.
ASAPP Report Reveals Contact Centre Agent Challenges
AI Research Software Company ASAPP has released a new report into the US Contact Centre Industry. The report examines challenges faced by the over three million US contact centre agents in an industry with a high turnover rate – with 40% leaving roles within 12 months.
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Zoom Enables Hybrid Workforces to Ignite New Era of EX
Zoom Video Communications has kicked off Zoomtopia 2021, unveiling plans for innovations designed for today’s dynamic, hybrid environments and to ignite a new era of connection and collaboration. Zoom is developing new products, features, and partnerships designed to empower and engage the modern workforce with connected workstreams.
Genesys Identifies Qualities in High-Performing Agents
Genesys has shared results of a study examining the values, desires and strengths among high-performing contact centre employees worldwide, with personal responsibility, health and relationships being top in the list.
Human Values: The operating system for a high-performing contact centre, also provides a five-step process to turn these insights into actions to engage and motivate employees.
Dialpad Acquires Kare Knowledgeware to Elevate CX & EX
Dialpad has today announced it has acquired Kare Knowledgeware, a CX platform that optimises workflow orchestration, knowledge management, analytics and business intelligence.
The acquisition and integration of Kare Knowledgeware into Dialpad Contact Centre broadens the application of artificial intelligence (AI) and natural language processing (NLP) throughout the Dialpad platform to enable conversational AI and elevate both the customer and agent experience.
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