Agent-assisted automation

Omilia Announces Launch of Agent Assist

Retrieved on: 
Wednesday, November 8, 2023
Marketing, Communications, Technology, Other Technology, Audio, Video, Software, Artificial Intelligence, Agent, AI, CAI, Agent-assisted automation, Sales, Customer service, Real estate

Omilia , a market leader in enterprise Conversational Artificial Intelligence (CAI), announced today the launch of Agent Assist , a groundbreaking product that revolutionizes customer service and support.

Key Points: 
  • Omilia , a market leader in enterprise Conversational Artificial Intelligence (CAI), announced today the launch of Agent Assist , a groundbreaking product that revolutionizes customer service and support.
  • Omilia's Agent Assist sets a new standard for customer service excellence and agent empowerment.
  • Omilia Co-founder and CEO, Dimitris Vassos stated, "Agent Assist is a game-changer for the customer service industry.
  • Agent Assist enables efficient monitoring, coaching, and performance improvement for agents, ensuring the highest level of customer service and satisfaction.

Cresta Raises Bar with New Generative AI Capabilities that drive efficiency and effectiveness in the contact center

Retrieved on: 
Tuesday, November 7, 2023
Knowledge, CX, LLM, Synthetic media, Generative, SharePoint, Opera, Agent-assisted automation, Knowledge management, QA, Logic, Medical device, Sales, Risk management, Salesforce

PALO, ALTO, Calif., Nov. 7, 2023 /PRNewswire/ -- Cresta, a leading provider of generative AI for intelligent contact centers, today announced new AI enhancements that provide contact center agents and leaders with advanced, intuitive capabilities to make data-driven decisions that drive more productive and effective customer interactions - a true game changer in AI accessibility. The enhancements to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera are powered by the latest advancements in Large Language Models and Generative AI, and represent a significant leap forward in how agents and leaders can utilize AI to elevate contact center operations. These new features are designed to revolutionize the way users engage with Cresta, delivering an unprecedented level of performance, insights, and productivity.

Key Points: 
  • The enhancements to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera are powered by the latest advancements in Large Language Models and Generative AI, and represent a significant leap forward in how agents and leaders can utilize AI to elevate contact center operations.
  • "Cresta is using the latest innovation in LLMs and Generative AI to ensure that contact center leaders are equipped with the tools and insights they need to help agents excel before, during and after each customer interaction," said Ping Wu, CEO of Cresta.
  • In order to effectively prioritize and reinforce them, contact center leaders need a clear, data-driven understanding of which behaviors drive business outcomes and to what degree.
  • "Though many providers have started adding generative AI to their portfolios this year, Cresta has been using it for several years.

Five9 Awarded by Frost & Sullivan for Empowering Exceptional Customer and Agent Experiences through its VoiceStream APIs

Retrieved on: 
Tuesday, August 8, 2023
Cloud, Agent-assisted automation, CX, Research, Representational state transfer, SAN, Ecosystem, API, Frost, T-Mobile US, Online shopping

SAN ANTONIO, Texas, Aug. 8, 2023 /PRNewswire/ -- Frost & Sullivan continuously researches the cloud contact center industry and, based on its most recent findings, recognizes Five9 with the 2023 North American Enabling Technology Leadership Award.

Key Points: 
  • Unsolved, integration problems risk holding back organizations from introducing cutting-edge features, such as real-time speech and sentiment analysis, to enhance the customer experience (CX) significantly.
  • Five9 VoiceStream enables cloud-to-cloud deployment of third-party applications without requiring time-consuming ad hoc integrations.
  • "Frost & Sullivan's research shows that CX platform providers are increasingly only as competitive as the ecosystem that develops around them.
  • "VoiceStream-enabled applications, including Five9's own Agent Assist application, have a gigantic value proposition in common, wherein they substantially improve the customer and agent experiences," noted Michael.

Five9 Awarded by Frost & Sullivan for Empowering Exceptional Customer and Agent Experiences through its VoiceStream APIs

Retrieved on: 
Tuesday, August 8, 2023
Cloud, Agent-assisted automation, CX, Research, Representational state transfer, SAN, Ecosystem, API, Frost, T-Mobile US, Online shopping

SAN ANTONIO, Texas, Aug. 8, 2023 /PRNewswire/ -- Frost & Sullivan continuously researches the cloud contact center industry and, based on its most recent findings, recognizes Five9 with the 2023 North American Enabling Technology Leadership Award.

Key Points: 
  • Unsolved, integration problems risk holding back organizations from introducing cutting-edge features, such as real-time speech and sentiment analysis, to enhance the customer experience (CX) significantly.
  • Five9 VoiceStream enables cloud-to-cloud deployment of third-party applications without requiring time-consuming ad hoc integrations.
  • "Frost & Sullivan's research shows that CX platform providers are increasingly only as competitive as the ecosystem that develops around them.
  • "VoiceStream-enabled applications, including Five9's own Agent Assist application, have a gigantic value proposition in common, wherein they substantially improve the customer and agent experiences," noted Michael.

PCI Pal Achieves AWS Service Ready Designation for Amazon Connect

Retrieved on: 
Tuesday, August 1, 2023
Networks, Security, Payments, Data Management, Technology, Amazon Web Services, Agent-assisted automation, LON, Service, PCI, Organization, Amazon, PCIP, AWS, Online shopping

PCI Pal (LON: PCIP), announced today that it has achieved the Amazon Web Services (AWS) Service Ready designation for Amazon Connect.

Key Points: 
  • PCI Pal (LON: PCIP), announced today that it has achieved the Amazon Web Services (AWS) Service Ready designation for Amazon Connect.
  • With Amazon Connect at the core of these current and future contact center technology investments, Amazon Connect Ready Partners specialize in vetted solutions for various contact center needs, making PCI Pal a reliable choice for current and future Amazon Connect customers.
  • “PCI Pal is proud to achieve the Amazon Connect Service Ready designation, especially so early on in our journey as an AWS Partner,” said Darren Gill, CRO, PCI Pal.
  • The Amazon Connect Service Ready designation reflects the confidence of consumers and Amazon Connect in our solutions, allowing us to deliver proven and tested solutions globally.

Genesys Recognizes Winners of 18th Annual Customer Innovation Awards

Retrieved on: 
Wednesday, June 28, 2023
Cloud, Workforce, IVR, Travel, Aeroméxico, Somerset Council, Digital, Thomson Reuters, Agent-assisted automation, API, Human, Government, Organization, Siemens Healthineers, Publishing, Patient, SAN, BAC Credomatic, WEM, Artificial intelligence, AI, Social media, Retail, Sales, Cognizant, Unisys, Genesys

SAN FRANCISCO, June 28, 2023 /PRNewswire/ -- Genesys®, a global cloud leader in AI-powered experience orchestration, announced the winners of its 18th annual Customer Innovation Awards, including leading brands across the health care, banking, travel, government, publishing and technology industries. Genesys recognizes these organizations for transforming their customer and employee experiences with artificial intelligence (AI), cloud and digital technologies.

Key Points: 
  • Genesys recognizes these organizations for transforming their customer and employee experiences with artificial intelligence (AI), cloud and digital technologies.
  • BAC Credomatic integrated capabilities, such as customer relationship management, digital bots and solutions from the Genesys AppFoundry® Marketplace, to improve its customer experience and increase team productivity.
  • The business completely overhauled its global contact center operations with the help of Cognizant, a Genesys partner, and implemented Genesys Cloud CX to transform customer interactions into a seamless omnichannel experience.
  • To address what matters most to its clients' users, Unisys reimagined its customer journey by partnering with Genesys.

Newest Genesys Generative AI Capabilities Boost Power of Experience Orchestration

Retrieved on: 
Monday, June 5, 2023
Cloud, Natural language processing, LLM, Assist, Text, Natural language, Agent-assisted automation, ChatGPT, Human, Language, NLP, Organization, SAN, Mining, Engineering, Ethics, AI, Empathy, API, Automation, Video game, Customer service, Sales, Genesys

SAN FRANCISCO, June 5, 2023 /PRNewswire/ -- Genesys® today announced expanded generative AI capabilities for experience orchestration, helping organizations unlock deeper customer and operational insights using the power of Large Language Models (LLMs) as a force multiplier for employees. Now with auto-summarization for Agent Assist, the Genesys Cloud CX™ platform helps organizations drive increased quality, speed and accuracy by enabling employees to efficiently capture conversational intelligence from digital and voice interactions.

Key Points: 
  • The latest generative AI addition to the platform deepens Genesys AI's expansive predictive, conversational language processing and analytics capabilities.
  • "We've long used large language models within Genesys AI to help organizations proactively orchestrate experiences that lead to stronger customer and employee outcomes," said Olivier Jouve, chief product officer at Genesys.
  • Auto-summarization for Agent Assist is available now with the Genesys Cloud AI Experience offering.
  • Genesys Cloud CX customers can also explore the solution via a 30-day trial, accessible through the Genesys AppFoundry® Marketplace .

Broadvoice Launches GoContact Cloud Contact Center Solution in North America

Retrieved on: 
Wednesday, January 11, 2023
Software, Social media, City centre, CRMS, BPO, SIP, Glass, Acquisition, Unified communications as a service, BroadVoice, Human, Agent-assisted automation, CCAA, Microsoft, Online shopping, Sales, Video game console

LOS ANGELES, Jan. 11, 2023 /PRNewswire/ -- Broadvoice®, a provider of hosted voice, unified communications (UCaaS), omnichannel contact center (CCaaS) and SIP trunking services for small and midmarket businesses, announced the anticipated launch of the GoContact omnichannel cloud contact center solution for business customers in North America.

Key Points: 
  • LOS ANGELES, Jan. 11, 2023 /PRNewswire/ -- Broadvoice® , a provider of hosted voice, unified communications (UCaaS), omnichannel contact center (CCaaS) and SIP trunking services for small and midmarket businesses, announced the anticipated launch of the GoContact omnichannel cloud contact center solution for business customers in North America.
  • Since 2008, GoContact has become the go-to CCaaS solution among business process outsourcing (BPO) companies and contact centers in Europe and Latin America.
  • "We're excited to finally bring GoContact to our business customers in North America," said Broadvoice CEO Jim Murphy.
  • "The addition of the GoContact omnichannel contact center to the Broadvoice UCaaS solution allows us to bring one-stop shopping and invoicing to our inbound CCaaS clients.

UJET Launches CX Intercloud, the Contact Center Industry’s First Cloud to Cloud Failover Solution

Retrieved on: 
Wednesday, March 2, 2022
Networks, Internet, Data Management, Technology, Software, Cloud, Frustration, CCAA, Adoption, Industry, Human, SLA, AWS, Founder, Digital, Statistics, GCP, Consultant, Marketing, Maintenance, Google Cloud Platform, Atom Tickets, Amazon Web Services, Overalls, Technology, Agent-assisted automation, CX, Ford Torino engine specifications, Online shopping

UJET Inc ., the worlds most advanced cloud contact center provider, today announced CX Intercloud, a next-gen, high-availability, multicloud architecture offering automatic failover between public cloud infrastructures for unprecedented resiliency, business continuity, and disaster recovery readiness.

Key Points: 
  • UJET Inc ., the worlds most advanced cloud contact center provider, today announced CX Intercloud, a next-gen, high-availability, multicloud architecture offering automatic failover between public cloud infrastructures for unprecedented resiliency, business continuity, and disaster recovery readiness.
  • CX Intercloud enables customers to have their UJET instance pre-deployed across multiple cloud platforms.
  • This dynamic cross cloud availability construct eliminates the downtime risk of service dependency on a single cloud provider.
  • CX Intercloud represents an evolution in dynamic multicloud capabilities for the contact center market, stated Vasili Triant, chief operating officer for UJET.

Cyara Secures Growth Investment of Over AU $485 Million to Accelerate Automated CX Assurance Adoption

Retrieved on: 
Monday, January 31, 2022
Technology, Other Communications, Marketing, Communications, Professional Services, Software, Internet, Data Management, Other Professional Services, Growth, CEO, Risk, Phonation, Agent-assisted automation, CX, Software as a service, Technology, NAB, Rave Mobile Safety, City centre, RFPIO, National Australia Bank, Forrester, CFTA, Industry, LinkedIn, Origanum onites, Medical device, Management, Online shopping, K1, Checkmarx, Callictita cyara, Cyara, K1, CYARA, K1

Cyara , a leading provider of automated customer experience (CX) assurance solutions, today announced it has received more than AU $485 million from K1 Investment Management (K1), a leading investment firm focused on high-growth enterprise software companies.

Key Points: 
  • Cyara , a leading provider of automated customer experience (CX) assurance solutions, today announced it has received more than AU $485 million from K1 Investment Management (K1), a leading investment firm focused on high-growth enterprise software companies.
  • Through its SaaS-based Automated CX Assurance Platform , Cyara has forged an early lead in the contact centre testing market, estimated by Forrester to reach AU $9 billion (US $6.5 billion) by 20241.
  • Over 250 leading high-profile global brands trust the Cyara CX Assurance Platform to monitor and manage the experience they provide their customers.
  • This investment is a critical step for Cyara to build upon its global leadership in the CX assurance market.