Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Aspect, NICE, Ozonetel & More

March 10, 2018

Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in a big way.  Our omnichannel, always-on, always plugged in world demands much from customer service, and those on the fore of innovation are delivering satisfaction in the form of seamless, contextual service. And, with the weekend upon us, let’s take a look back at the week that was in contact center news: Time for the Week in Review!

This week, at the annual HIMSS (Healthcare Information and Management Systems Society) conference, Aspect Software unveiled the Aspect AI Assistant Suite, putting Natural Language Understanding (NLU) chatbots and voicebots to work providing omni-channel self-service and two-way communication between a business and its customers. “In the past, every customer engagement application was bespoke development done in response to a customer’s specific need. Aspect’s Professional Services and Product Marketing teams have worked together to introduce a different go-to market approach for industry-specific application development efforts,” said Brad Scott, Senior Vice President, Worldwide Professional Services at Aspect Software. Complete coverage is HERE.

NICE unveiled enhancements to its robotic process automation platform that promise to provide operational compliance with GDPR. With little time to waste, companies far and wide are up against a May 25, 2018 deadline. Miki Migdal, President of NICE Enterprise Product Group, explained that, “Although there are technology solutions that support very specific elements of GDPR, NICE has the most comprehensive automation solution in the market to design and deploy process automations supporting multiple GDPR elements, simultaneously, from a single platform.” All the details are HERE.

Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and showcased the product roadmap. The first three AI driven applications include: Speech API, Smart Assistant Tools and Kookoo Intent. Chaitanya Chokkareddy, CIO, Ozonetel Communications states, "We are determined to take the contact center revolution to the next level. AI is not just a buzzword, it is our main focus. We have completely reworked our stack and AI/machine learning is the core of all our modules now. We will be releasing the new modules one by one.” The full story is HERE.

Remember to stop by early and often for your fill of customer service news! See you next week!

Edited by Mandi Nowitz