Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Margot, LumenVox, and More

February 10, 2018

Contact Center Solutions was all about making life easier through artificial intelligence (AI) and it went all the way to wine selection. If you did not get a chance to catch up on any of it, this is the perfect time for the Contact Center Solutions Week in Review.

Having trouble deciding what wine to get for yourself or a loved one this Valentine’s Day? Or are you hosting a dinner party? Well, thanks to Margot, Lidi’s new chatbot, via Aspect, users are privy to a virtual wine consultant. Now, no one has to leave the house to determine the best wine for your needs. Tobias Goebel, Aspect’s Senior Director of Emerging Technologies in charge of Aspect’s global chatbot program, noted “The chatbot solution we offer boasts a breadth of knowledge while also letting customers ask questions in plain English vs. pressing buttons or sending scripted commands. This innovative technology will make a real improvement to Lidi customers’ experience.”

From wine to integration: Passage.AI has joined the NICE inContact DEVone program. "NICE inContact is changing the game in the contact center space. And we hope to do the same in the world of conversational AI,” said Passage.AI CEO Ravi N. Raj. "Our integration with CXone allows AI to be used to improve employee and customer satisfaction and dramatically lower customer service costs.”

Finally, LumenVox and Digital DataVoice (DDV) announced DDV is now a LumenVox Skills Certified Partner. “DDV has the ability to implement LumenVox speech enabled solutions on all the major IVR platforms, such as Avaya, Cisco and Genesys. When combined with their contact center expertise, DDV provides an excellent option for customers with multi-platform or single vendor environments. LumenVox welcomes DDV’s extensive experience in delivering and managing speech enabled solutions to our family of Skills Certified Partners,” stated Lisa Cowan, LumenVox VP of Sales and Business Development.

And there you have it; all of the Contact Center Solutions news wrapped up in a neat little package. But, check back often and early next week for more announcements and to see what is going on at ITEXPO in Fort Lauderdale, Florida.