CX start-up Zingly recently announced a suite of AI solutions for banking, financial services, and insurance (BFS) institutions that underscore AI’s increasing role in enhancing operational efficiency and revenue growth through personalized customer engagement in a complex and highly regulated sector. The solution should enable institutions to deliver personalized customer experiences while ensuring compliance with industry regulations.
Celona Inc., a California-based private 5G network provider, today announced two new capabilities to its enterprise clients and partner roster. The company introduced Celona Aerloc, a suite of security features and integrations to address the complex security needs of industrial enterprises, including zero-trust network access and device authentication. It also announced its Frequency Partner Program, a revamped channel partner offering tiered structures and specialized certifications for leading partners, including Verizon and NTT DATA.
In the communications business, the artificial intelligence wars are on. As an analyst, I tend to focus on market transitions as that’s when significant share change happens. When the cloud first came to unified communications and contact centers, Webex established itself as a leader, which enabled it to be acquired by Cisco Systems Inc. The pandemic and working from home shift saw Microsoft Teams and Zoom take a disproportionate share.
Artificial intelligence was a big topic this year at GITEX Global 2024. As the world’s largest tech event got underway in Dubai, Avaya LLC announced it would implement an AI-based virtual assistant for Dubai Police. One of the things I like about GITEX is that it showcases the “art of the possible,” particularly with government services. In the past, Dubai ministries have demonstrated cutting-edge technologies such as metaverse, holograms, digital twins, drones and more.
This week, Amazon Web Services (AWS) launched enhanced capabilities for its artificial intelligence (AI)-powered assistant, Amazon Q in Connect, making it easier for contact centers to provide custom and personalized customer service. With the latest update, contact centers can configure the assistant’s responses to match their company’s brand and guidelines. This includes adjusting tone and language, as well as providing predefined replies.