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5 Intriguing Call Center Acquisitions from the First Half of 2018

Fonolo

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package. NICE made a major move in the call center space in 2016 by buying InContact. Genesys Acquires Altocloud.

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F8: News From the Conference

Natalie Petouhof

Tweet F8 2016 kicked, with a packed house of more than 2,600 people and hundreds of thousands of people watching via Facebook Live. F8 2016 continues tomorrow, with more details on our 10 year roadmap to connect everyone and to give people new ways to share using artificial intelligence and virtual reality.

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Innovation Enhances the Cloud-Based Contact Center Infrastructure Market

DMG Consulting

at the end of 2016 (July 2017). The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities rapidly and easily. Assuming an average cost per seat of $125/month, this is already a $4.1

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

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Artificial Intelligence, IOT and Design: Building a Next-Generation Services Company: Infosys Orchestrating an Ecpsystem Of Start-ups |

Natalie Petouhof

Infosys received the Global Corporate Venturing Rising Stars Awards 2016. Big Data & Analytics. particulates and provide insightful analytics on air quality. Global companies are setting up GICs to harness new technologies such as social, mobile, analytics and cloud. Their areas of focus are: . Machine Intelligence.

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Stratifyd Spotlight: Valerie Hu

Stratifyd

Hu was accepted to a master’s program for data science and business analytics at George Washington University, which brought her to Washington D.C. She will have the opportunity to work with API requirements and assist with coding minimal viable solutions for various projects. I’m really excited about this transition,” Hu said.

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Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

Designing mobile hooks, leveraging new APIs to enhance the existing call flow and creating omni-channel content delivery is outside the scope of most call center operations. new jobs in the IT / BPO sector by 2016. However as we move into 2016, the consumer is demanding smarter services from legacy call center IVR and live operators.