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Contact Center Solutions Week in Review: NewVoiceMedia, NICE, TCN & More

August 05, 2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock full of innovation pushing the capability of the contact center to deliver on the expectations of even the most demanding customer. And, with the weekend upon us, there’s no better time than the present to take a look back at the week that was in contact center solutions news: Time for the Week in Review!


NewVoiceMedia led the news this week with the unveiling of its Summer Release ’17. The new solution touts a robust integrated speech analytics solution to empower customer service and sales to find value in all interactions. The new addition to ContactWorld, Conversation Analyzer, utilizes speech-to-text technology to transcribe each call and intelligently categorize interactions, providing actionable insight from the data captured in the form of data visualization and common themes. From there, the solution can showcase challenges and successes during each interaction. Complete coverage is HERE.

NICE made some noise this week with the arrival of CXone, a cloud-based contact center solution is set to deliver an all-in-one customer experience platform. “With NICE inContact CXone, organizations can now focus on day-to-day customer experience innovations rather than investing their energy in infrastructure integrations. The CXone platform allows them to rapidly and dynamically adapt their customer experience programs, act smarter to deliver a personalized journey across channels and touch points, and respond faster due to the agility of the platform’s cloud infrastructure. These will be the key attributes of today’s and tomorrow’s industry leaders,” Barak Eilam, CEO, NICE, noted. Everything you need to know is HERE.

With innovation continuing at a torrid pace, patent infringement can be a real concern. Proprietary technology can be the differentiator between a leading or lagging behind the pack. This week TCN and Global Connect announced that, after five-plus long years, the court battle with NobleBiz has come to conclusion. The courts ruled in favor of TCN and Global Connect’s appeal – saving them from a $2 million pay-out. All the details are HERE.

When one thinks of Beachbody, the late night infomercials with Shaun T I’m sure come to mind for many. This week, Beachbody announced improved efficiency and revenue as a result of implementing SingleComm’s Dynamic Scripting & Conversation Platform. The full story is HERE.

Remember to stop by early and often for all things contact center solutions! See you next week!



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