Billed as an event to help keep leaders at the “forefront of the enterprise IT industry,” Enterprise Connect 2024 certainly delivered.
Hosted in the Gaylord Palms Resort in Orlando, Florida, the event saw industry leaders, innovators, and technology enthusiasts all coming together to explore and discuss the advanced solutions and communication methods shaping the digital landscape.
With GenAI, AI in the contact center, customer engagement, and employee experience all featuring among the event’s hot topics, the companies in attendance were a who’s who of major tech providers – all looking to showcase their latest products, partnerships, and plans.
While Twilo’s new Data Layer, Nice’s Copilot 2.0, and Cisco’s latest CCaaS package hogged the headlines, several interesting stories from the event managed to get lost in the shuffle.
Talkdesk Partners with Verint to Launch an AI-Powered WFM for Contact Centers
Attendees of Enterprise Connect were the first to find out about the expansion of the partnership between Talkdesk and Verint, who have combined their resources to deliver the Verint Workforce Management for Talkdesk.
Powered by the Verint Open Platform, the new “best-of-breed” WFM solution will be available through Talkdesk CX Cloud. Powered by AI, the tool promises to provide users with the capabilities to enhance their CX automation offerings.
The solution’s flexible architecture seamlessly integrates with enterprise systems, providing enterprise-level scalability and versatile scheduling options for contact center agents.
Utilizing cutting-edge AI models and adaptable to future innovations, Talkdesk believes that it will enhance customers’ ability to deliver top-tier service.
In discussing the potential of the new solution, Wiliam Welch – President and Chief Operating Officer at Talkdesk – said:
Talkdesk is deepening its partnership with Verint to ensure contact centers across every segment have advanced, automated capabilities to drive operational efficiencies, improve agent experiences, and workforce effectiveness.
Vonage Boosts its GenAI Capabilities – Targets the User Experience
The cloud communications specialist has leveraged advanced GenAI technology to power its newest solution: Generative AI for Vonage Conversational Commerce.
Aimed at improving the overall user experience, the AI-powered additions are seamlessly integrated into the Vonage Conversational Commerce solution – equipping businesses with the tools necessary to establish personalized and real-time connections with customers across various platforms.
Vonage believes that the new solution will lead to more insightful customer data and improve efficiency through automation – making a significant impact across all customer touchpoints.
Speaking about his company’s latest tool, Savinay Berry – EVP of Product and Engineering for Vonage – commented:
By integrating state-of-the-art generative AI capabilities with our Conversational Commerce solution, we are empowering users to generate creative content, automate tasks, and improve the overall user experience.
GoTo Leverages AI to “Significantly Enhance” its Offerings
The IT management, support, and business communications company has announced a revamp of its existing solutions with AI innovations and more than 60 new product enhancements.
GoTo promises that the latest upgrades will provide businesses with new intelligence, insights, and automation that will help to “boost productivity and deliver an exceptional customer and employee experience.”
The latest AI innovations include AI screen translation, admin GoPilot, AI optimization add-on, and post-meeting summaries supercharged by AI.
Whereas, among the 60+ new features available, customers can enjoy an intelligent chat assistant, self-healing alerts, custom script alerts, and an advanced reporting and analytics package.
Olga Lagunova – Chief Product and Technology Officer at GoTo – discussed how the new additions will benefit users:
These significant enhancements empower businesses and employees to excel with new AI-powered features, build customer trust, create advocates, and enhance team performance.
Calabrio’s GenAI-Powered Interaction Summary Feature Now Generally Available – Promises to Boost Contact Center Efficiency
GenAI continued to dominate the Enterprise Connect event, with Calabrio also announcing artificial intelligence upgrades to its Interaction Summary solution.
The tool condenses interactions between contact center agents and customers – aiming to enhance customer satisfaction, boost productivity, and reduce expenses.
More specifically, Calabrio promises contact centers the following capabilities:
Minimize or eradicate post-call tasks by automatically summarizing each customer interaction for every agent.
Export summaries automatically to any CRM system using an open API.
Joel Martins – Interim CEO and Chief Technology Officer at Calabrio – underscored the company’s commitment to improving the contact center experience:
Calabrio is leading the way in creating industry standards and improving agent and contact center efficiency, using innovative technology to capture interactions.
CallMiner Deploys GenAI to Enhance CX Solutions
The conversational intelligence provider has unveiled new GenAI features in a bid to improve its current customer experience offerings.
In tandem with the new artificial intelligence additions, CallMiner has also introduced a framework designed to manage and monitor LLMs – claiming that it will provide users with greater control over their GenAI features.
The enhanced platform includes AI classifiers, semantic search, and the company’s assistance help bot, CallMiner GPT.
Bruce McMahon – Chief Product Officer at CallMiner – discussed how the innovations will help keep CallMiner at the cutting-edge of the industry:
CallMiner has established itself as an AI leader – both with the continued delivery of AI capabilities, like AI classifiers and semantic search, and with our focus on agility and responsibility that ensures our customers can take an ROI-first approach to AI.
You can read about all of the other big stories and developments at Enterprise Connect 2024 by following the links below:
- Twilio Adds a New Data Layer and Copilot to Flex, Aims to Build Momentum In CCaaS
- RingCentral MVP Rebrands as Employee Experience Platform ‘RingEX’
- Talkdesk Announces an “Industry-First” GenAI Suite for On-Premise Contact Centers
- AWS Launches New Self-Service Tool for Live Chat, Releases More Innovations for Amazon Connect
- Five9 Introduces the “First” Click-and-Customize GenAI Studio for Contact Centers
- NICE Gives Its Enlighten AI Suite a Memory, Aims to Power More Personalized Experiences
- Cisco Releases a New CCaaS Package, Claims Contact Center Momentum
- Salesforce Introduces a Conversational Intelligence Solution for Service Cloud
- NICE Unleashes Enlighten Copilot 2.0, with Several New Capabilities
- RingCX Goes Global, Becomes Generally Available in Six Countries Worldwide
- Transforming Your Patient Experience with CCaaS
- Zoom Reveals New Contact Center Agent & Supervisor Innovations at Enterprise Connect.
