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!
Content Guru Unveils Wavenet Partnership
Content Guru and Wavenet’s new alliance is built upon a shared mission to deliver outstanding and transformational communications technology to organisations across the UK. With over 15 years’ experience in delivering Contact Centre as a Service (CCaaS) to organisations in every sector, from healthcare to finance, Content Guru is expanding its worldwide operations to meet fast-growing demand for cloud-based omnichannel customer engagement and experience solutions.
NICE Launches New AI-Powered Recording Solution
NICE announced it is transforming the way contact centres manage interaction recording with the launch of a new AI-powered recording solution, InterACT. The solution automates end-to-end recording decisioning processes, dramatically reduces manual configurations, saves time and minimise human error. InterACT provides secure operations paired with business continuity and support for up to 200,000 agents on the same system.
New Talkdesk Solution Helps Break Down Channel Silos
Talkdesk has today launched an end-to-end CX solution designed to help retailers and brands ready their contact centres to support post-pandemic shopper expectations.
Talkdesk Flexible Shopping equips retailers with integrated, cloud-based contact centre tools to help streamline curbside pickup, buy online-pickup in store (BOPIS) and appointment shopping communications. Retailers can manage services through multiple communication channels, including voice, messaging, email, chat and social channels from one solution.
ServiceNow Debuts CX Solutions at Knowledge 2021 Event
Enterprise software leader ServiceNow has come out with a number of announcements as part of an ongoing two-week event. The digital workflow company’s Knowledge 2021 event started yesterday and runs to 20 May.
The event also saw the company announce its role in using its workflow and customer experience expertise to expand into the manufacturing, healthcare and life sciences industries.
Five9 Partners up with Neustar
Five9, a leading provider of the intelligent cloud contact centre, today announced a partnership with Neustar, a global information services and technology company and leader in identity resolution. The collaboration aims to provide support for the implementation of the FCC-mandated STIR/SHAKEN call authentication for Five9 customers through Neustar’s Certified Caller.
The collaboration will also ensure business continuity for customers ahead of the June 30 deadline that requires all service providers to implement STIR/SHAKEN to fight unlawful robocall and illegal call spoofing.
