Contact center telephony

Global Contact Center as a Service Product and Market Report 2023-2024 Featuring Call Center Studio, Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET - AI to Revolutionize Contact Center Technology

Retrieved on: 
Saturday, December 16, 2023
City centre, Cisco, EX, Artificial intelligence, CX, Automation, Odigo Messenger, Contact center telephony, Growth, AI, Service, Online shopping

DUBLIN, Dec. 15, 2023 /PRNewswire/ -- The "2023-2024 Contact Center as a Service Product and Market Report" report has been added to ResearchAndMarkets.com's offering.

Key Points: 
  • DUBLIN, Dec. 15, 2023 /PRNewswire/ -- The "2023-2024 Contact Center as a Service Product and Market Report" report has been added to ResearchAndMarkets.com's offering.
  • This comprehensive report provides a detailed analysis of the Contact Center as a Service (CCaaS) market.
  • The future of contact center technology is in the cloud and contact center as a service (CCaaS) vendors are leading the way.
  • The 2023-2024 Contact Center as a Service Product and Market Report analyzes 7 leading and contending vendors: Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET.

Classic Vacations™ Elevates Leadership Team with Strategic Hires

Retrieved on: 
Thursday, December 7, 2023
SAN, City centre, Consortium, Hand, Contact center telephony, Retirement, Classic, Growth, Travel, Transport, Management, Tourism

SAN JOSE, Calif., Dec. 7, 2023 /PRNewswire/ -- Classic Vacations™, the #1 rated global luxury travel company, is pleased to announce the addition of two key executives to its leadership team.

Key Points: 
  • SAN JOSE, Calif., Dec. 7, 2023 /PRNewswire/ -- Classic Vacations™, the #1 rated global luxury travel company, is pleased to announce the addition of two key executives to its leadership team.
  • With a proven track record of driving revenue growth and building high-performance sales teams, Cairo is well positioned to elevate Classic to new heights.
  • Melissa Krueger, CEO of Classic Vacations, expressed gratitude, stating, "We are incredibly thankful for Dave's many years of service and dedication to Classic Vacations.
  • "I am thrilled to be joining the exceptional team at Classic Vacations," says Polino.

TELEO CAPITAL PORTFOLIO COMPANY, SHARPENCX, ACQUIRES PLUM VOICE

Retrieved on: 
Wednesday, November 15, 2023
Acquisition, Organization, Plum Voice, City centre, Sharpening, Contact center telephony, Communication, IVR, Mobile phone, Boston

BOISE, Idaho, Nov. 15, 2023 /PRNewswire/ -- TELEO Capital Management, LLC ("TELEO") has announced the acquisition of The Plum Group, Inc ("Plum Voice"), a recognized leader in AI driven voice-based customer interaction technology, by its existing portfolio company, Sharpen Technologies Inc. ("SharpenCX").

Key Points: 
  • BOISE, Idaho, Nov. 15, 2023 /PRNewswire/ -- TELEO Capital Management, LLC ("TELEO") has announced the acquisition of The Plum Group, Inc ("Plum Voice"), a recognized leader in AI driven voice-based customer interaction technology, by its existing portfolio company, Sharpen Technologies Inc. ("SharpenCX").
  • Headquartered in Boston, Massachusetts, Plum Voice is dedicated to enhancing business communication by offering AI-powered programmable communications, including advanced Interactive Voice Response (IVR) systems and conversational AI.
  • The integration of Plum Voice's wide range of telecom, conversational AI, and dialog management technologies will help empower Sharpen's customer base with more powerful solutions.
  • The combined technology has been adopted by organizations across various industries to improve customer service, increase efficiency, and drive digital transformation," stated TELEO Capital.

Aragon Research Says that Generative AI Has Created a New Race in the Intelligent Contact Center (ICC) Market

Retrieved on: 
Tuesday, November 7, 2023
Research, UC, ChatGPT, Architecture, Synthetic media, PALO, Generative, Unified communications, ICC, Contact center telephony, City centre, Lead, OpenAI, Intelligence, AI, Acceleration, Automation, Medical device

PALO ALTO, Calif., Nov. 7, 2023 /PRNewswire-PRWeb/ -- Aragon Research has unveiled the 2024 Aragon Research Globe™ for the Intelligent Contact Center (ICC) - the fifth edition of this comprehensive assessment. The pressing competition in the ICC space centers around Generative AI as a pivotal force and the acceleration of virtual agent solutions through low-code platforms.

Key Points: 
  • 2024 marks the race for Intelligence in the Contact Center, with Generative AI at the forefront of this transformation.
  • - Jim Lundy, CEO of Aragon Research
    "2024 marks the race for Intelligence in the Contact Center, with Generative AI at the forefront of this transformation," said Jim Lundy, CEO and Founder of Aragon Research.
  • Aragon Research introduced the concept of the Intelligent Contact Center in 2018, a vision that initially faced skepticism regarding the AI-driven shift.
  • Aragon clients can access The Aragon Research Globe™ for the Intelligent Contact Center, 2024, and other reports at http://www.AragonResearch.com .

CareCloud Unveils CirrusAI: An Innovative Generative AI Solution for Healthcare

Retrieved on: 
Wednesday, October 18, 2023
Cloud, Patient, HIPAA, Physician, CareCloud, Health, Google Cloud, Station, RCM, Contact center telephony, City centre, EHR, AI, Diagnosis, Medical device

CirrusAI is a state-of-the-art healthcare AI platform that was first introduced in July 2023 .

Key Points: 
  • CirrusAI is a state-of-the-art healthcare AI platform that was first introduced in July 2023 .
  • It is powered by Google Cloud’s Vertex AI and is poised to help reshape how healthcare professionals deliver patient care and manage their office workflows.
  • With more than two decades of expertise in the healthcare industry and an extensive repository of healthcare data, CareCloud is proficient at recognizing patterns in clinicians' historical notes.
  • Adeel Sarwar, chief technology officer at CareCloud, said, "CirrusAI embodies our unwavering commitment to revolutionizing healthcare through the responsible and ethical use of cutting-edge AI technologies.

Calabrio Customer Connect (C3) 2023 Activates Contact Centers of Today for an AI-Empowered Future

Retrieved on: 
Monday, October 23, 2023
Retail, Search Engine Marketing, Other Professional Services, Security, Data Management, Other Communications, Technology, Communications, Professional Services, Online Retail, Artificial Intelligence, Specialty, Telecommunications, Software, Networks, Internet, C3, Contact, SVP, Best Buy, Professional services, Contact center telephony, Annual report, AI, Future, Zappos, Sales

Calabrio , the workforce performance company, is hosting customers, partners, and industry leaders at Calabrio Customer Connect (C3) in Minneapolis, October 22-25, 2023.

Key Points: 
  • Calabrio , the workforce performance company, is hosting customers, partners, and industry leaders at Calabrio Customer Connect (C3) in Minneapolis, October 22-25, 2023.
  • “I am energized and proud to welcome our Calabrio customer and partner community to C3 2023,” said Kevin Jones , president and CEO, Calabrio.
  • The keynote, kicked off by Jones , outlined his unique vision for Calabrio and the future of the contact center and its agents.
  • Joel Martins , CTO, highlighted the real-world potential of AI and how to harness the power of true-cloud contact center technology to delight end-customers.

Private equity fund, Teleo Capital, merges SharpenCX and Plum Voice to create the Contact Center of Tomorrow

Retrieved on: 
Monday, October 23, 2023
Organization, Acquisition, Plum Voice, Contact center telephony, City centre, Partnership, Human voice, AI, IVR, Mobile phone, Customer service, Sharpening

Plum Voice's robust suite of solutions, including voice automation, speech recognition, and omnichannel capabilities, will complement Sharpen's existing product portfolio.

Key Points: 
  • Plum Voice's robust suite of solutions, including voice automation, speech recognition, and omnichannel capabilities, will complement Sharpen's existing product portfolio.
  • "The merger with Plum Voice represents an exciting milestone in Sharpen's growth journey," said Charlie Newark-French, CEO of Sharpen.
  • Plum Voice, founded in 2000, has built a strong reputation for delivering voice technology solutions that enhance customer engagement and streamline business processes.
  • "It is exciting that Plum Voice is joining forces with Sharpen" said Matt Ervin, Founder and CEO of Plum Voice.

Genesys Ranked Leader by Frost & Sullivan in Frost Radar™: Workforce Optimization Solutions, 2023 Report

Retrieved on: 
Wednesday, October 18, 2023
Cloud, CX, Frost, Human, WFO, Workforce, Organization, Acquisition, EX, Research, Learning, Growth, Contact center telephony, City centre, SAN, WEM, Noise, AI, Automation, Empathy, CCAA, Voe, Management, Retail, Genesys

SAN FRANCISCO, Oct. 18, 2023 /PRNewswire/ -- Genesys®, a global cloud leader in AI-powered experience orchestration, received a top ranking from Frost & Sullivan in the Frost Radar™: Workforce Optimization Solutions, 2023 report. Frost & Sullivan recognized Genesys for its AI and digital innovations in workforce engagement management (WEM), global industry leadership and capabilities to help organizations deliver the power of empathy to every experience.

Key Points: 
  • SAN FRANCISCO, Oct. 18, 2023 /PRNewswire/ -- Genesys® , a global cloud leader in AI-powered experience orchestration, received a top ranking from Frost & Sullivan in the Frost Radar™: Workforce Optimization Solutions, 2023 report.
  • Through evaluations based on companies' strengths, innovation, growth and market position, the Frost Radar™: Workforce Optimization Solutions, 2023 report identifies leaders in the Contact Center as a Service (CCaaS) industry that are advancing workforce optimization (WFO).
  • According to Frost & Sullivan, a key factor in Genesys achieving the Leader ranking is its continued investment in Genesys AI.
  • The Frost Radar™: Workforce Optimization Solutions, 2023 report states, "Genesys' latest generative AI addition and acquisition of Exceed.ai expands its predictive, conversational language processing, and analytics capabilities.

Global Contact Center As A Service (CCaaS) Market Report 2023: A $17.12 Billion Industry by 2030 - Surging Demand for Customer Collaboration Solutions in CCaaS

Retrieved on: 
Tuesday, September 26, 2023
Cortex, Cloud, Workforce, Elasticity, Convenience, Contact center telephony, Partnership, Marketing, Integration, CCAA women's basketball tournament, COVID-19, BT, USD, Organization, Genesys, Business intelligence, City centre, Google Cloud, Growth, AI, Infosys, Support, Renewable energy, Retail

In a bid to expand global reach and capabilities, many CCaaS providers are entering strategic partnerships.

Key Points: 
  • In a bid to expand global reach and capabilities, many CCaaS providers are entering strategic partnerships.
  • This partnership aims to facilitate the complete digital transformation of workplaces by offering a comprehensive range of contact center solutions that integrate seamlessly with existing systems.
  • As CCaaS solutions manage extensive consumer data, including critical financial information, they are potential targets for cyberattacks, which could hinder market expansion.
  • The emphasis on customer service quality and operational efficiency is expected to keep driving the market forward.

CareCloud to Showcase Groundbreaking Generative AI Solution at Google’s ChromeOS Partner Summit: Solution Showcase

Retrieved on: 
Thursday, September 21, 2023
Cloud, ChromeOS, Partnership, Health, Contact center telephony, Synthetic media, Google Cloud Search, ML, CareCloud, Station, Documentation, City centre, Google Cloud, AI, Automation, Medical device

At this exclusive event, CareCloud will showcase its groundbreaking collaboration with Google Cloud, announced in late July 2023.

Key Points: 
  • At this exclusive event, CareCloud will showcase its groundbreaking collaboration with Google Cloud, announced in late July 2023.
  • This partnership combines CareCloud's AI experience with Google Cloud's generative AI technology to enhance ambulatory practices, particularly benefiting small- to medium-sized healthcare providers.
  • The Solution Showcase is set to become an exclusive platform for attendees to immerse themselves in CareCloud's groundbreaking generative AI solution, which is scheduled for launch just before the event.
  • As we stand on the cusp of the next era of healthcare, we're thrilled to unveil our groundbreaking generative AI solutions at the ChromeOS Partner Summit: Solution Showcase.