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Intermedia Launches Contact Center AI-driven Analytics to Help Businesses Identify Critical Insights from Customer Interactions

Intermedia Interaction Analytics™, a new feature of Intermedia Intelligent Contact Center™, helps businesses capture the voice of the customer by automating trend recognition of key words and phrases from daily customer interactions to surface insights that can materially improve business performance.

NICE launches agile call recording solution for contact centers

Highly flexible and cloud-agnostic, the platform can scale up to support 200,000 customer service agents simultaneously.  What’s more, InterACT s microservices-based cloud architecture aids in server optimization and allows any deployment model, including cloud-based, on-premises, and hybrid configuration. The flexibility allows for gradual shifts to the cloud and CXone. A fully managed customer experience platform, NICE’s CXone connects customer journeys across channels and offers insights from all touchpoints. CXOne Quality Management Analytics, CXone Interaction Analytics, and Nexidia Analytics can all seamlessly integrate into InterACT.  As for security, InterACT is compliant with the latest standards, including CVSSv3 and TLS1.3. The platform also employs advanced authentication and authorization solutions, such as Active Directory, Active Directory Federation Service (ADFS), Security Assertion Markup Language (SAML), and OpenID.

Will AI Dominate the Call Center This Year?

PHOTO: Shutterstock AI and machine learning are coming of age, and 2021 is set to become the year that AI dominates the customer service call center, by providing real-time feedback, predictive analytics, and in-depth analysis. AI is enhancing the customer experience while improving the lives of call center employees. This article will look at the ways that AI is changing the game when it comes to call center dynamics. Interactive Voice Response (IVR) in the Call Center Most of us are familiar with IVR when calling customer service centers, and have found them to be annoying, time-consuming, and not very helpful. “Press 1 for Spanish, 2 for English,” and so on. It’s gotten to the point where when the first prompt is heard, the caller just keeps pressing zero to speak with a live customer service agent before getting trapped in a maze of repeating, endless frustration. Still, when IVRs first came out, they served a purpose, and saved customer service agents a lot o

Interaction Analytics supports compliance in your contact centers

Verint Earns Top Awards for Excellence in Customer Engagement in Brazilian Market