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ASAPP Unveils GenerativeAgent™, A Generative AI Application Capable of Fully Automating Contact Center Interactions

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星期三, 四月 17, 2024

CX, Genesys, Ecosystem, Amazon Web Services, Infosys, City centre, EY, AI, Cisco, Insurance, Research, Human, Infosys Consulting, Automation, IVR, PTP, Ernst & Young, API, AWS, Avaya, Organization

NEW YORK, April 17, 2024 (GLOBE NEWSWIRE) -- ASAPP , the generative AI company for contact centers, today unveiled GenerativeAgent, a generative AI product designed to automate more than 90% of contact center interactions.

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NEW YORK, April 17, 2024 (GLOBE NEWSWIRE) -- ASAPP , the generative AI company for contact centers, today unveiled GenerativeAgent, a generative AI product designed to automate more than 90% of contact center interactions.
GenerativeAgent is the latest in ASAPP's suite of generative AI customer experience (CX) products, including AutoSummary, AutoTranscribe, AutoCompose, and the ASAPP Messaging platform.
GenerativeAgent is a fully autonomous system that automates interactions currently assigned to human agents.
With contact center expenses at an all-time high, customer satisfaction scores (CSATs) are at a 17-year low.

Avaya Market Momentum Continues, Looks Ahead to Annual Customer Conference

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星期三, 四月 17, 2024

Telecommunications, Software, Networks, Internet, Data Management, Technology, Apps, Applications, Mobile, Wireless, Investment, Avaya, Organization, Architecture, AI

Avaya announced their enhanced and redefined Avaya Experience Platform ™ (AXP) as a single, unified platform that encompasses Avaya solutions for customer experience (CX).

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Avaya announced their enhanced and redefined Avaya Experience Platform ™ (AXP) as a single, unified platform that encompasses Avaya solutions for customer experience (CX).
Industry analysts agree that Avaya innovations are driving forward the customer experience and collaboration industry market segments:
Recently, Avaya was named in The Aragon Research Globe™ for Intelligent Contact Centers (ICC) 2024, for the Avaya Experience Platform .
Avaya now looks ahead to Avaya ENGAGE 2024 , which will be held in Denver, CO on May 13-15, and is the must-attend CX event for 2024.
Preceding Avaya ENGAGE, Avaya is hosting an exclusive analyst event on April 16-18, where top analysts will meet with Avaya executives for discussions around Avaya’s roadmap and vision.

Arbital Health Names Robert Stewart Chief Technology Officer

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星期五, 四月 26, 2024

Electrical engineering, University, Castlight Health, Physics, Computer science, Machine learning, Software, Data science, HIT, Medicare, Avaya, Computer science and engineering, SAN, Moses Austin, Rice University

SAN FRANCISCO, April 26, 2024 /PRNewswire-PRWeb/ -- R&D Leader and software architect with more than three decades of experience designing, developing, and deploying data-intensive health applications leveraging machine learning.

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Arbital Health names Robert Stewart as Chief Technology Officer, leveraging his extensive experience in data-intensive health technology platforms.
"My goal at Arbital is to continue building the Arbital Health Adjudication Platform to establish the neutral third-party platform for value-based care contract adjudication," said Robert Stewart, CTO of Arbital Health.
Arbital Health, a technology company focused on accelerating the healthcare industry's transition to value-based care, today announced the appointment of Robert Stewart as the company's first Chief Technology Officer.
"We are extremely pleased to add Robert to the company's executive team," said Brian M. Overstreet, President & CEO of Arbital Health.

Broadvoice Adds CX Industry Veterans to Growing Channel Partner Program

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星期四, 四月 18, 2024

IntelePeer, CX, Interactive Intelligence, WFM, Oracle, INTERNET, TBI, Microsoft, BroadVoice, Cervera, Avaya, UC

Jessica Cervera joins Broadvoice as National CX Specialist, while Kimberly Rusch and Madelyn Webster were named Regional Channel Managers.

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Jessica Cervera joins Broadvoice as National CX Specialist, while Kimberly Rusch and Madelyn Webster were named Regional Channel Managers.
"As part of our channel-first strategy, Broadvoice continues to invest in the best talent to support our growing network of channel partners," said Jason Shawgo, Vice President of Channel Sales for Broadvoice.
The Broadvoice Partner Program has been recognized as a leader in the field, receiving the 2021 and 2022 INTERNET TELEPHONY Friend of the Channel Award for its "world-class channel program."
"Broadvoice was built by channel partners and remains focused on their success," said Mark Fahey, Director of Strategic Relationships at Broadvoice.

New Relic Announces Christopher Jones as Chief Revenue Officer

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星期一, 四月 8, 2024

Manufacturing, Data Management, Technology, Engineering, Software, Partnership, Fuze, Poly Inc., Cisco, Avaya, Sales

New Relic , the all-in-one observability platform for every engineer, announced Christopher Jones as the company’s next Chief Revenue Officer.

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New Relic , the all-in-one observability platform for every engineer, announced Christopher Jones as the company’s next Chief Revenue Officer.
Jones brings three decades of experience with global sales teams, channels, large enterprise and high velocity sales to New Relic.
He most recently served as Chief Revenue Officer at Appian, a low-code business process platform, and Jones’ team was awarded the Best Team in Sales by Comparably.
His experience and focus on customer value will be indispensable as the company navigates through its next phase of growth.”
“New Relic is at the forefront of the observability market with a strong product, business model, and team,” said New Relic Chief Revenue Officer Christopher Jones.

WorldVue Announces Chris Coles as Chief Business Development Officer

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星期二, 四月 9, 2024

WorldVue® , the trusted provider of video, digital infrastructure, wireless connectivity, and professional services to guest-centric properties worldwide, announced the appointment of Chris Coles as Chief Business Development Officer.

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WorldVue® , the trusted provider of video, digital infrastructure, wireless connectivity, and professional services to guest-centric properties worldwide, announced the appointment of Chris Coles as Chief Business Development Officer.
View the full release here: https://www.businesswire.com/news/home/20240404863536/en/
WorldVue Announces Chris Coles as Chief Business Development Officer (Photo: Business Wire)
Coles’ visionary approach places innovation at the core, targeting enhancements in network services, business models and applications.
"The past year has marked a period of remarkable growth and achievements for WorldVue, and welcoming Chris to the team brings a new level of expertise and perspective to our global initiatives,” said Robert Grosz, President and Chief Operating Officer, WorldVue.
I’m honored to join the team and further support the company’s mission of providing cutting-edge technology to valued customers worldwide,” said Coles, Chief Business Development Officer.

eGain Announces AssistGPT™ for CCaaS at Enterprise Connect

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星期一, 三月 25, 2024

Knowledge, EGain, Synthetic media, Enterprise, Amazon Web Services, Cisco, Avaya, Gen, Generative

SUNNYVALE, Calif., March 25, 2024 (GLOBE NEWSWIRE) -- eGain ( NASDAQ: EGAN ), the leading AI knowledge platform for customer service, today announced the availability of its AssistGPT™ generative AI service for CCaaS at Enterprise Connect 2024, being held March 25-28 in Orlando, Florida.

Key Points:

SUNNYVALE, Calif., March 25, 2024 (GLOBE NEWSWIRE) -- eGain ( NASDAQ: EGAN ), the leading AI knowledge platform for customer service, today announced the availability of its AssistGPT™ generative AI service for CCaaS at Enterprise Connect 2024, being held March 25-28 in Orlando, Florida.
An integral part of the eGain Knowledge Hub and powered by Generative AI, AssistGPT is a comprehensive zero-code tool that helps automate the knowledge management lifecycle.
With pre-built connectors to CCaaS, AssistGPT for CCaaS is available at the marketplaces of leading providers such as Cisco, Amazon Connect, Avaya, Genesys, Five9, and Talkdesk, as part of the eGain Knowledge Hub.
“AssistGPT makes life easy for knowledge managers and authors, while unleashing operational value to the business,” said Ashu Roy, eGain CEO.

Companies Still Struggle With Integrated Communications

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星期四, 四月 4, 2024

The 2024 Ventana Research Buyers Guide for Digital Communications notes dozens of software providers and tools for digital communications are used across the typical enterprise with little to no integration or interoperability.

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The 2024 Ventana Research Buyers Guide for Digital Communications notes dozens of software providers and tools for digital communications are used across the typical enterprise with little to no integration or interoperability.
According to a Ventana Research forecast, through 2027, only one-quarter of enterprises will have standardized their digital communications to provide the highest level of resilience and unification.
Increasingly, use of generative AI like ChatGPT and large language models are becoming integrated into digital communications platforms, the study notes.
For its 2024 Buyers Guide study, Ventana Research evaluated software providers across four digital communications categories – Communications as a Platform (CPaaS), Premium Suites, Basic Suites and Overall Digital Communications (Combining Premium Suites and CPaaS) – and produced a separate Buyers Guide for each.

Avaya Announces Enhanced Avaya Experience Platform™ to Align Customer Experience Portfolio to Innovation Without Disruption Strategy

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星期一, 三月 25, 2024

Technology, Mobile, Wireless, Other Technology, Telecommunications, Software, Networks, Internet, Data Management, Artificial Intelligence, Organization, Avaya, CX, EVP

These AXP solutions are designed to streamline the integration with cloud services, facilitating both current and future innovations.

Key Points:

These AXP solutions are designed to streamline the integration with cloud services, facilitating both current and future innovations.
These include advancements in digital channels, self-service, assisted service, connected employee initiatives, workforce engagement, customer journey orchestration, and proactive customer care, all supported by robust AI technologies.
“We will deliver a single platform to all customers through the newly integrated Avaya Experience Platform portfolio, which reinforces our ‘innovation without disruption’ benefit,” said Soren Abilgaard, EVP and CTO, Avaya.
“Realigning our solutions under Avaya Experience Platform supports our CX innovation strategy focus, where customers can choose their cloud journey to add the over-the-top enhancements that fit their needs.”
Talk to an expert to learn how Avaya Experience Platform empowers organizations to drive innovation on their terms, balances customer experience, employee experience, and business growth initiatives from a single platform—the world's leading CX solution trusted by global organizations driving innovation on their terms.

DEALMAKER AND RESTRUCTURING EXPERT JAMES H.M. SPRAYREGEN TO JOIN HILCO GLOBAL AS VICE CHAIRMAN AND A KEY GROWTH PARTNER AT THE GLOBAL FINANCIAL SERVICES FIRM

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星期二, 三月 19, 2024

As Vice Chairman, Mr. Sprayregen will serve as a partner and key strategic advisor to Hilco Global CEO and founder, Jeffrey Hecktman, working alongside another recent hire, David Kurtz – Vice Chairman and Chief Strategic Officer who joined the firm from Lazard in the fall of 2023.

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As Vice Chairman, Mr. Sprayregen will serve as a partner and key strategic advisor to Hilco Global CEO and founder, Jeffrey Hecktman, working alongside another recent hire, David Kurtz – Vice Chairman and Chief Strategic Officer who joined the firm from Lazard in the fall of 2023.
These relationships provide an incredible foundation for me to contribute and to play a key role in taking Hilco to the next level of growth and expansion."
Sprayregen joins Hilco Global from Kirkland & Ellis, where he was the founder of the Kirkland Restructuring Group.
He was co-head of the Restructuring Group at Goldman Sachs from 2006–2008 and returned to Kirkland at the end of 2008.