Tag: contact center

Accenture invests in Cresta to transform contact centres with AI

Accenture has announced a strategic investment in Cresta, allowing Accenture to integrate Cresta’s advanced AI capabilities into its AI Refinery, a platform designed to help organizations create tailored AI models to address their specific needs.By combining Cresta’s expertise in natural...

70% of consumers believe AI is enhancing customer support

According to a recent Vonage report, 70% of consumers believe artificial intelligence (AI) has improved self-service customer support, while 60% believe it has made interactions with brands more efficient. Over half (51%) appreciate AI’s ability to personalise support based on...

71% of consumers find customer service more stressful than their original problems

According to a Zingly.ai survey, 71% of consumers report that customer service interactions are as stressful or even more stressful than the issues they were trying to resolve. Younger generations feel pressure the most, with 38% of Millennials and 31%...

70% of contact centre agents would recommend their job

A new survey by Calabrio and the Get Out of Wrap podcast shows that 70% of contact centre agents would recommend their roles to others, and 66% are generally satisfied with their jobs. However, 62% still lack a clear career...

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...

Five9’s latest AI Agents aim to combine speed, flexibility, and human-like engagement

Five9 has unveiled the latest in its Genius AI suite, the Five9 AI Agents, to allow businesses to deploy chat and voice bots that provide human-like conversational abilities, combining the depth of knowledge and speed of AI. By blending generative...

Increased performance pressures drive 100% of contact centres toward AI solutions

A new report from Level AI shows the evolving demands facing contact centres, with nearly 70% of leaders reporting heightened pressure on their operations over previous years, while only 3.9% have experienced any reduction. The study highlights how AI and...

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...

Kustomer sets new standard with AI-powered voice and omnichannel support

Kustomer has launched an AI-native customer service platform to help companies deliver exceptional customer experiences at unprecedented speed and scale. With AI Agents seamlessly built in and a new flexible pricing model, this platform aligns with Kustomer’s goal of eliminating...

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...