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. “At Zenarate, we continue to innovate and add more capabilities to our AI Coach platform to help global brands develop top-performing agents,” said Brian Tuite, CEO of Zenarate.

Report 59

Report Feedback First Call Resolution Telecommunications 59

NICE inContact

AUGUST 30, 2016

While you are surrounded by colleagues, product experts and industry peers, you will expand your knowledge of inContact solutions, develop your technical training skills and learn contact center best practices. These sessions are designed to meet the needs of those in specific contact center roles and their special areas of interest.

Customer Experience 195

Customer Experience Contact Center Conference User Experience 195

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. AppConnect.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. through 2022.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Inbenta

JUNE 30, 2021

Knowledgeable UX designers. Some of the great features: It is connected with the Airlines systems. Using Natural Language Processing , the chatbot, named Laura, is able to suggest different products and offers to TravelClub users, answer repetitive questions and escalate issues to a human agent whenever necessary.

Chatbots 105

Chatbots Examples Self Service Insurance 105

Answer Dash

SEPTEMBER 19, 2018

It’s been an interesting quarter in the contact center technology space. Wise.io, a machine learning tool to help agents with macro selection was acquired by GE and then spun out AnswerIQ to continue their work with contact centers. Zendesk just announced their new omnichannel platform.

Contact Center 61

Contact Center Self Service Omni-Channel Knowledge Base 61

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). The highest performing companies will ensure these disciplines coexist, transforming their contact centers (and much of their business) to maximize their business outcomes.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156