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Contact Center Solutions Week in Review: SmartAction, Mitel, and More

December 09, 2017

Contact Center Solutions has had a fruitful week with SmartAction added to CXexchange and Mitel promoting machine-to-person communications. In an ever-changing community, it is easy to miss breaking news which is why this is the perfect time to present the Contact Center Solutions week in review.

This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self-service solutions joins one of the most comprehensive markets of customer service tools. “SmartAction is excited for this partnership with NICE inContact and being part of CXexchange,” said Tom Lewis, CEO for SmartAction.

Enghouse Interactive announced the release of TouchPoint Agent, a contact center offering for Microsoft Office 365 and Skype for Business Online. The serverless, lightweight application comes equipped with real-time dashboards, visual reporting, skills-based routing, CRM screen pop, directory searching for experts as well as call control and categorization. The Enghouse application is integrated into Office 365 and easily accessible via the desktop.

Results were just released from an August survey aimed to promote the benefits of machine-to-person communications and indicated that most IT decision makers believe such communications can improve the customer experience. They suggest more than 75 percent of those surveyed will employ them within two years. And they report that four out of 10 think that will help them increase revenues.

Finally, Megan Butler, a Director at the Financial Conduct Authority (FCA), while speaking at the ICI Conference, proclaimed that far too many financial services firms and banks across the pond are not reporting all successful cyber-attacks. Keiron Dailton Global Program Senior Director for Aspect Verify, explains, “Both financial institutions and the authorities need to work together and be more proactive in protecting their customers’ data and money, and work on the relationships they share as they tackle this growing issue.

And there you have it; Contact Center Solutions week in review, wrapped up in a nice little package. Make sure to come back early and often next week for breaking news and announcements.