Providing Customer Experience on the Go Via Mobile Applications
By Keith Kirkpatrick June 23, 2023
The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a...
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Announcements from Verint Engage 2023
By Sherril Hanson June 21, 2023
Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business...
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Webex Contact Center Incorporates Generative AI Conversation Summaries
- By Keith Kirkpatrick June 15, 2023
The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration...
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Parsec Highlights Customer-Focused Interface Enhancements to Its MES Platform
- By Keith Kirkpatrick June 14, 2023
The News: Parsec Automation Corp. announced today several new interface enhancements to its TrakSYS manufacturing execution system (MES) software, which is designed to allow production managers and analysts to monitor, manage, and analyze...
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Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization
- By Keith Kirkpatrick June 7, 2023
The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,...
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Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI
- By Keith Kirkpatrick June 6, 2023
The News: Sprinklr announced late last month the launch of Sprinklr AI+, its new AI offering that unifies proprietary AI from Sprinklr via generative capabilities powered by an enterprise API integration with OpenAI. The combination of the two...
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Automation Anywhere Launches Generative AI Tools
- By Keith Kirkpatrick June 5, 2023
The News: Automation Anywhere, a cloud native intelligent automation vendor, announced on June 1 that it had infused generative AI across its Automation Success Platform. The company highlighted three specific product announcements that...
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Nexthink Assist Launched to Support Digital Employee Experience
- By Sherril Hanson May 31, 2023
The News: Digital employee experience (DEX) management provider Nexthink has introduced Nexthink Assist, a virtual assistant that leverages AI to help resource-constrained and overloaded IT teams address problems faster and more easily. This new...
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Genesys Broadens Experience Reach with the Cloud EX Launch
- By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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Continuous EX Measurement Allows for Increased Ability to Make Positive Change
- By Sherril Hanson May 18, 2023
The News: Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement that leverages a machine learning (ML) model to determine how contact center agents are feeling after each of their daily customer...
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SugarCRM Enterprise Release Features New User Experience Improvements
- By Keith Kirkpatrick May 17, 2023
The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...
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