Search Results for: contact centre management

This week in CX: how much trust would you place in genAI?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the role of AI in customer service and the level of trust customers and industry leaders have in genAI solutions. We’re also...

Calabrio acquires Echo AI to boost CX and agent performance 

Calabrio has acquired Echo AI, a generative AI-native conversation intelligence platform, boosting its capabilities in customer experience (CX) intelligence, agent performance coaching, and operational efficiency through near-real-time conversation insights. With the global customer experience management (CXM) market projected to grow from...

RingCentral enhances Zendesk integration to improve customer support efficiency

RingCentral has expanded its collaboration with Zendesk by launching the Zendesk Talk Partner Edition for RingEX, an enhanced integration designed to simplify workflows and personalise customer interactions. This solution integrates RingEX’s advanced voice capabilities and real-time call data directly into...

Talkdesk streamlines agent workflows with embedded CX solutions

Talkdesk has announced a new way to streamline the agent experience by integrating its tools directly into widely used customer relationship management (CRM) and helpdesk platforms. The new offering, Talkdesk Embedded, allows businesses to integrate Talkdesk Workspace, Talkdesk Conversations App, and...

This week in CX: rethinking the future with green jobs and digital disruption

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at how we need to think in order to change CX for the better, unifying customer and employee experiences, and are customers aware...

Intradiem and Five9 unite to boost agent productivity and customer satisfaction

Intradiem has partnered with Five9 to transform how contact centres manage efficiency, productivity, and workforce satisfaction. This partnership utilises Intradiem’s patented real-time automation capabilities alongside Five9’s advanced, cloud-based CX platform, allowing contact centres to optimize resources, reduce costs, and enhance...

This week in CX: navigating the digital well-being space

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research on the first digital wellbeing hub, what are businesses up to this holiday season, and how should you communicate...

Calabrio unleashes AI solutions to elevate customer service and agent engagement

Calabrio has unveiled two new AI-driven tools—Auto QM and Trending Topics—to streamline the traditionally labour-intensive quality management process. These tools will provide contact centres with an efficient way to monitor, evaluate, and enhance customer interactions with a new level of...

CX at a crossroads: (or has it run out of road)

When The Wall Street Journal declared ‘Customer experience gets worse. Again’, in June of this year, it sparked soul-searching and head scratching in equal measure. With all the money spent, and all the work done, how and why are so...

Cloud technology is the frontier for customer experience and personalisation

In an age where customers want hyper-personalised interactions, cloud technology is slowly becoming a key enabler for organisations that want to provide seamless, tailored experiences. Cloud-based tools are changing the way businesses communicate with consumers by enhancing real-time interaction and...