CSM Magazine

MAY 10, 2024

RingCentral has upgraded its platform to allow easy integration of AI, video, and social messaging features into workflows without coding. RingCentral’s Chief Product Officer, Srini Raghavan said: “RingCentral is taking its platform capabilities to the next level.

APIs 52

APIs Personalization Customer Service Customer Experience 52

CSM Magazine

MAY 15, 2024

Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation.

Enterprise 52

Enterprise contact center solutions Analytics Contact Center 52

AWS Machine Learning

MAY 9, 2024

Generative AI is a catalyst for business transformation, making it imperative for FSI organizations to determine where generative AI’s current capabilities could deliver the biggest value for FSI customers. Platform – A central platform such as Amazon SageMaker for creation, training, and deployment.

Government 101

Government Best practices Benchmark Metrics 101

CSM Magazine

MAY 9, 2024

Avaya has acquired Edify, integrating advanced AI-powered customer journey orchestration and workflow capabilities into the Avaya Experience Platform (AXP). Edify’s technology brings valuable features like open APIs, out-of-the-box CRM connections, and AI capabilities such as NLU and sentiment analysis to AXP.

APIs 52

APIs CRM Engineering Contact Center 52

Cisco - Contact Center

MARCH 27, 2024

In my last blog , I shared the progress we’re making toward building the Cisco Security Cloud , an open, integrated security platform capable of tackling the rigors of securing highly distributed, m… Read more on Cisco Blogs

Engineering 95

Engineering 95

AWS Machine Learning

MARCH 4, 2024

Opus is the most advanced, capable, state-of-the-art FM with deep reasoning, advanced math, and coding abilities, with top-level performance on highly complex tasks. This includes not only natural language models but also their expanded range of multimodal AI models capable of advanced reasoning across text, images, charts, and more.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

TechSee

JUNE 29, 2023

Practical service automation requires a management layer that oversees and optimizes the LLM and integrates with the broader ecosystem of backend platforms and customer interfaces. But service requires far more than these core capabilities. Service requires making decisions and taking action across multiple platforms and environments.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Connect

JANUARY 22, 2024

A cloud contact centre integrated with AI offers the essential capabilities to deliver scalable end-to-end experiences. This contact centre buyer’s guide by Genesys outlines specific capabilities crucial for maximising value in customer, employee, and business interactions on a cloud platform.

Cloud contact 93

Cloud contact Contact Center Marketing Customer Experience 93

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Summarization: With generative AI getting more recognition, having this is almost a must on any platform. It’s about making a strategic leap, not just keeping pace.

Feedback 157

Feedback Analytics Multichannel Surveys 157

CSM Magazine

MAY 6, 2024

In this article, we will examine the capabilities of online popup builders, highlighting their features and advantages and presenting examples of top platforms that help businesses design attractive popups. It includes exit-intent technology, A/B testing, analytics, and interfaces with top email marketing and CRM platforms.

Analytics 52

Analytics Construction CRM Advertising 52

Concentrix

MARCH 15, 2024

Concentrix + Webhelp named a Winner at TMC’s Annual CUSTOMER Product of the Year Awards Location: Newark, CA Date: March 12, 2024 Concentrix + Webhelp’s Payment Integrity Analytics (PIA), CX Bridge, Marketing Engagement Platform (MEP), and AI co-pilot capability for VOC, ELLIE, have all been recognized as winners at the 2024 TMC Customer Product of (..)

Analytics 83

Analytics Marketing 83

AWS Machine Learning

APRIL 11, 2024

Our collaboration with AWS is accelerating new generative AI capabilities and providing customers with unprecedented computing power to push the boundaries of what’s possible.” AWS HealthOmics with the NVIDIA BioNeMo platform will accelerate generative AI in biology and drug discovery. (To

Entertainment 101

Entertainment Marketing Best practices Technology 101

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Unymira

APRIL 22, 2024

By leveraging the machine learning capabilities of the Pega platform, entity extraction models can be created that are capable of recognizing named entities.

Consulting 52

Consulting Consulting 52

CSM Magazine

MAY 9, 2024

Sprinklr, a Unified-CXM platform, has launched Sprinklr Surveys, entering the Customer Feedback Management (CFM) market with AI-powered survey capabilities. The platform is designed to improve response rates, response quality, and time to insights for enterprise customers.

Surveys 52

Surveys Feedback Enterprise Marketing 52

CSM Magazine

MAY 9, 2024

The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow. ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences.

Customer effort 52

Customer effort Customer Service Personalization Management 52

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Cincom

MAY 8, 2024

With advanced guided selling, deal management, and configuration capabilities, CPQ enables enterprises to scale sales operations, increase efficiency, and improve customer relationships. As the pioneer of CPQ technology, Cincom offers industry-leading solutions that enhance sales capabilities while solving common pain points.

Enterprise 52

Enterprise Sales CRM Engineering 52

CSM Magazine

APRIL 29, 2024

With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. Through the use of advanced data collection techniques and APIs, BI platforms continuously gather data from various social media channels such as Twitter, Facebook, Instagram, LinkedIn, and more.

Analytics 52

Analytics Metrics CRM APIs 52

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. In this post, we describe how Philips partnered with AWS to develop AI ToolSuite—a scalable, secure, and compliant ML platform on SageMaker.

Healthcare 92

Healthcare Government Engineering APIs 92

Zappix

FEBRUARY 6, 2024

PRWEB) Feb 6, 2024 Zappix , a leading provider of AI-Powered Digital Engagement Platform, is delighted to announce the launch of the enhanced Zappix Digital Outreach product. The enhanced capabilities include: Upgraded Customer Data Platform (CDP) capabilities to allow flexible data structures and expanded integration of 3rd party systems.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

Totango

SEPTEMBER 22, 2023

“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers.

Enterprise 116

Enterprise Education Best practices Customer retention 116

3CLogic

APRIL 10, 2024

With many organizations still relying on outdated and siloed platform environments — where contact records are stored in one system and engagement history in another — valuable time is wasted searching for insights and information. Now, let’s see how this integration enhances the ServiceNow platform! The outcome?

Management 64

Management Call Logging CRM Call flow 64

Momentum Telecom

JANUARY 9, 2024

This acquisition is a significant milestone for us as it not only expands our global reach while enhancing our capabilities to provide unparalleled services to our customers,” said Todd Zittrouer, CEO of Momentum. Together, we are well-positioned to meet the evolving needs of businesses worldwide”.

Management 116

Management Customer centricity Enterprise Service level 116

CSM Magazine

APRIL 22, 2024

With the integration of artificial intelligence (AI), predictive analytics, and cutting-edge security measures, online casinos and betting platforms are poised to redefine what it means to provide stellar customer support. By analyzing this data, operators can customize their interactions with customers.

Customer Service 52

Customer Service Entertainment Chatbots Analytics 52

CSM Magazine

JANUARY 29, 2024

We’ll delve into important factors such as scalability, customer support, integration capabilities, and cost considerations, among others. The cost of a platform should not be the only deciding factor when comparing different wholesale commerce solutions.

Customer Support 52

Customer Support APIs Analytics CRM 52

ConvergeOne

DECEMBER 12, 2023

Everyone is chiming in about telematics, automated cars, Insuretech, “insurance as a service” platforms, you name it. By going this route, companies can introduce new services when they don’t have the capability of doing it themselves.

APIs 86

APIs Enterprise Surveys Technology 86

AWS Machine Learning

NOVEMBER 26, 2023

Whether you’re looking for a managed solution or build your own, you can use these new capabilities to power your journey. Streaming platforms use micro-genres to enhance user experience by allowing viewers or listeners to discover content that aligns with their specific tastes and interests.

Personalization 105

Personalization Customer Experience APIs Entertainment 105

Momentum Telecom

OCTOBER 23, 2023

Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Using a Microsoft Teams voice solution lets your teams make and receive phone calls directly from a platform they’re already familiar with.

Wait times 105

Wait times CRM Customer Service Personalization 105

VirtualPBX

JANUARY 17, 2024

These power-packed enhancements seamlessly integrate with the VirtualPBX platform, offering users unparalleled flexibility and convenience. This Add-On allows for customization, enabling the assignment of different emails and webhooks for each phone number associated with the platform.

CRM 105

CRM Customer Support Surveys Management 105

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

AWS Machine Learning

APRIL 18, 2024

It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. Slack is also using Amazon SageMaker inference capabilities for advanced routing strategies to scale the solution to customers with optimal performance, latency, and throughput.

Enterprise 103

Enterprise Analytics Metrics Accountability 103

CSM Magazine

MAY 15, 2024

“We remain committed to investing in our Avaya capabilities and helping our clients leverage the full potential of Avaya’s innovative solutions.” Avaya is one of Sabio’s oldest strategic partners with both organisations enjoying close working relations for more than two decades. .

Enterprise 52

Enterprise Healthcare Technology Customer Experience 52

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 97

Chatbots APIs Self service Contact Center 97

TeamSupport

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. Integration Capabilities Efficient customer support often relies on seamless integration with other tools and platforms your team uses daily, such as Jira and Salesforce.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105