Connect

APRIL 9, 2024

However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. Download the eBook: Plotting the journey to generative AI adoption in the contact centre. Download our eBook to learn more. Download About ‘ Connect.

Technology 94

Technology Customer Experience Management Cloud contact 94

AWS Machine Learning

MARCH 22, 2024

Today, jointly with Contentful, we are announcing the launch of the AI Content Generator powered by Amazon Bedrock. This app helps content producers reduce their lead time to publishing content while enhancing the quality and consistency of the content produced. Using generative AI at scale can become expensive.

Engineering 90

Engineering Consulting Consulting Enterprise 90

AWS Machine Learning

APRIL 11, 2024

Looking back at AWS re:Invent 2023 , Jensen Huang, founder and CEO of NVIDIA, chatted with AWS CEO Adam Selipsky on stage, discussing how NVIDIA and AWS are working together to enable millions of developers to access powerful technologies needed to rapidly innovate with generative AI.

Entertainment 100

Entertainment Marketing Best practices Technology 100

The Northridge Group

APRIL 15, 2024

In Part 1 of this series, Eric Ludwig from RISE Technology Advisors, explained the differences between automation, AI, and generative AI, giving real-world examples of each. A good assessment can reveal any issues that new technology can present and offer real-time solutions. Contact us today.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

AWS Machine Learning

SEPTEMBER 28, 2023

Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity. Whether seeking answers to a product-related question or needing information about operating hours and locations, a poor experience can lead to frustration, or worse, a customer defection.

Enterprise 98

Enterprise Real estate Chatbots Construction 98

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

TechSee

APRIL 9, 2024

This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. This lack of visual context leads to frustration on both ends—customers feel misunderstood, and agents feel handicapped in providing efficient solutions.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

The Northridge Group

APRIL 8, 2024

For a business consulting firm like The Northridge Group, we see AI as an opportunity for our clients to improve processes, elevate employee careers, and increase customer satisfaction that leads to long-term loyalty and higher ROI. We can discuss use cases, but everyone wants to shorten a path to a “solution” for loads of reasons.

Technology 105

Technology Finance Government Healthcare 105

AWS Machine Learning

OCTOBER 30, 2023

It allows developers to build and scale generative AI applications using FMs through an API, without managing infrastructure. You can choose from various FMs from Amazon and leading AI startups such as AI21 Labs, Anthropic, Cohere, and Stability AI to find the model that’s best suited for your use case. Clean up the VPC.

APIs 127

APIs Big data Accountability Enterprise 127

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 125

Best practices Government Engineering Accountability 125

AWS Machine Learning

MARCH 11, 2024

In this post, we show you how VistaPrint uses a combination of Amazon Personalize , Twilio Segment , and auxiliary AWS services and partner solutions to better understand their customers’ needs and provide personalized product recommendations. Generate real-time product recommendations as a customer navigates the ecommerce website.

Personalization 96

Personalization Engineering APIs Advertising 96

AWS Machine Learning

APRIL 8, 2024

One popular approach is using Retrieval Augmented Generation (RAG) to create Q&A systems that comprehend complex information and provide natural responses to queries. With these state-of-the-art technologies, you can ingest text corpora, index critical knowledge, and generate text that answers users’ questions precisely and clearly.

APIs 101

APIs Engineering Accountability Construction 101

AWS Machine Learning

FEBRUARY 1, 2024

To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In this post, we describe how use generative AI to update and scale your data pipeline using Amazon SageMaker Canvas for data prep. Prerequisites Before starting, you need an AWS account.

Technology 88

Technology Accountability Personalization Management 88

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more.

APIs 115

APIs Healthcare Scripts Enterprise 115

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

AWS Machine Learning

NOVEMBER 2, 2023

Generative AI models, in particular large language models (LLMs), have dramatically sped up AI’s impact on education. Generative AI and natural language programming (NLP) models have great potential to enhance teaching and learning by generating personalized learning content and providing engaging learning experiences for students.

APIs 106

APIs Education Transportation Accountability 106

AWS Machine Learning

NOVEMBER 13, 2023

One of the most common applications of generative AI and large language models (LLMs) is answering questions based on a specific external knowledge corpus. Retrieval-Augmented Generation (RAG) is a popular technique for building question answering systems that use an external knowledge base.

Accountability 96

Accountability Enterprise Customer Experience 96

AWS Machine Learning

APRIL 8, 2024

With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. For RAG-based applications, the accuracy of the generated responses from FMs depend on the context provided to the model.

APIs 106

APIs Construction Chatbots Accountability 106

C3Centricity

APRIL 23, 2024

While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email. Encouraging team members to think outside the box and develop unconventional ideas can lead to cost-effective marketing solutions that drive significant impact.

Marketing 90

Marketing Advertising B2B Analytics 90

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Whether you’re looking for a managed solution or build your own, you can use these new capabilities to power your journey.

Personalization 104

Personalization Customer Experience APIs Entertainment 104

Calltools

AUGUST 9, 2023

Generating, cultivating, and managing leads are crucial to every contact center’s success. As such, it’s vital that business owners and call center managers carefully consider their lead management strategy and its effectiveness. Consider your lead management strategy the backbone of your entire sales goals.

Management 96

Management Contact Center Customer retention Sales 96

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. The Company acquired global BPOs Knoah Solutions in 2020, and Goodbay Technologies in 2021.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

AWS Machine Learning

SEPTEMBER 6, 2023

Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. With the advent of these LLMs or FMs, customers can simply build Generative AI based applications for advertising, knowledge management, and customer support.

Enterprise 97

Enterprise APIs Real estate Construction 97

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider.

Management 116

Management Customer centricity Enterprise Service level 116

Quality Contact Solutions

OCTOBER 4, 2022

For businesses to be successful, it’s essential to determine how to get quality leads. In today’s business culture, there are so many ways you can go about the crucial lead generation process. Case Study: B2B Lead Generation & Cold Calling. Here’s How to Generate Leads.

Best practices 111

Best practices Telemarketing outsourcing B2B 111

Comm100

JANUARY 2, 2024

This is the promise of Generative AI customer service. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. Creative problem solving: Generative AI isn’t limited to predefined scripts. This allows for more proactive and relevant customer support.

Customer Service 72

Customer Service Chatbots Scripts Personalization 72

TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. While there’s a significant difference in inbound vs. outbound leads , the unifying goal is two parts. Au contraire!

Education 62

Education Call Center Sales call center solutions 62

Quality Contact Solutions

JANUARY 5, 2023

Everything we have is tied back to a sale that was made from a conversation that was had, which all started by generating that first lead. Most businesses have a goal to grow and in order to do that, they need new leads and new opportunities. Tip #4: Create a Lead Rating System. So, what’s the magic sauce?

Telemarketing 105

Telemarketing outsourcing B2B Scripts 105

AWS Machine Learning

FEBRUARY 27, 2024

Together with a central data platform team, the data science teams bring innovation and digital transformation through AI and ML solutions to the organization. Our solution: A new ML template on Amazon SageMaker Studio Building a full ML pipeline that is designed for an actual business case can be challenging.

Best practices 115

Best practices Engineering Scripts Analytics 115

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. May lack the scalability to support rapid growth or sudden spikes in demand, potentially leading to performance issues during peak periods.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

AWS Machine Learning

DECEMBER 5, 2023

In their implementation of generative AI technology, enterprises have real concerns about data exposure and ownership of confidential information that may be sent to LLMs. Protopia AI has partnered with AWS to deliver the critical component of data protection and ownership for secure and efficient enterprise adoption of generative AI.

Enterprise 99

Enterprise Engineering Technology Finance 99

Quality Contact Solutions

JULY 11, 2022

Well-qualified leads are critical to a business’s success. While it can sometimes feel like there aren’t enough quality leads for your sales team to hit their goals to grow your business, trust me, there are. Working with a team of B2B lead generation experts also provides the versatility you might not otherwise have.

B2B 98

B2B Telemarketing Scripts Construction 98

OctopusTech

MARCH 22, 2024

The bot then utilizes this information to generate an appropriate answer, which is returned to the user. This enhances customer satisfaction and frees up resources to focus on higher-level tasks, ultimately leading to improved efficiency and productivity. How do businesses use Chatbots?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows.

Management 112

Management APIs Engineering Government 112

COPC

JUNE 9, 2023

examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

GetFeedback

JULY 6, 2020

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

SaaS 174

SaaS Marketing Customer Experience Management 174