CX Today Latest News
SAP Introduces AI Agents That Collaborate Across Business Functions
October 17th, 2024 6:40 pm
At TechEd 2024, SAP introduced collaborative AI agents to expand the capabilities of its copilot Joule. Currently, Joule just focuses on singular tasks that support employees in their everyday work. For instance, it retrieves data, extracts insights, and answers their questions. However, multiple AI agents will soon become available within Joule. These will work together […]
Read Article →Calabrio Brings WFM to the Microsoft Dynamics 365 Contact Center
October 17th, 2024 3:36 pm
Calabrio has confirmed that its Workforce Management (WFM) solution now “interoperates” with the Microsoft Dynamics 365 Contact Center. As such, Microsoft CCaaS customers may access advanced WFM capabilities, including agent self-scheduling, multi-skill/-channel forecasting, intraday adjustments, and much more. Consequently, Microsoft’s CCaaS customers may benefit from more precise workforce planning and improved resource alignment while unlocking […]
Read Article →Vonage Promises to Simplify the Agent Experience with “Intelligent” Contact Center Workplace
October 17th, 2024 12:30 pm
Vonage has launched a new agent workspace for its CCaaS platform. The Vonage Contact Center (VCC) Intelligent Workspace will allow agents to more seamlessly transition across multiple channels and systems during customer service interactions. As a result, they can toggle between various tabs and screens, saving time and allowing agents to place their full focus […]
Read Article →AI Demystified! Customer Service Bots & Beyond (with a Demo)
October 17th, 2024 11:33 am
Watch on YouTube CX Today’s Charlie Mitchell introduces a beginner’s discussion about contact center AI. For this conversation, he’s joined by two industry experts: Anders Ruge, a Senior AI Solution Architect at Puzzel Martin Hill Wilson, the Founder of Brainfood Consulting During the video both contact center experts consider: The many AI use cases beyond […]
Read Article →Evaluating CCaaS Platforms – Top Tips on Finding the Best Fit Solution
October 17th, 2024 9:00 am
Watch on YouTube CX Today’s Susie Harrison hosts Anand Viswanathan, AVP & Global Head of CCaaS, Tata Communications. In this video, Anand shares his top tips on finding a best fit CCaaS platform. It also covers: The importance of scalability, security and compliance in making a CCaaS platform selection Agent productivity and efficiency For more […]
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