Communications provider Mitel Networks Corp. today is rolling out a new artificial intelligence-powered customer experience platform to help businesses optimize customer interactions by integrating with existing communication tools.
Tag: CCaaS
In a surprise move, global communications provider NEC Corp. has decided to exit the cloud communications sector in most regions of the globe. Earlier this year, NEC announced it would exit the on-premises PBX business everywhere except Japan. It would shift its focus by reselling Intermedia’s Cloud Communication solution under the brand name of UNIVERGE BLUE.
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Intermedia to gain from NEC’s exit from cloud communications
The communications artificial intelligence wars continue unabated as every unified communications-as-a-service and contact center-as-a-service vendor loads its products with new capabilities to one-up the competition. Today RingCentral Inc. added several new capabilities to RingCX, its AI-powered contact center solution. The California-based contact center solutions provider has added about 300 features to RingCX in the past quarter, bringing the total to more than 1,300.
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RingCentral debuts new AI capabilities for its RingCX contact center solution
Customer Contact Week, being held in Las Vegas this week, has evolved from focusing on hard-core contact centers to a broader customer experience event. This aligns with the contact-center-as-a-service or CCaaS providers’ direction, where their products have expanded beyond the traditional agent to other customer-facing roles.
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Five9 integrates with Salesforce to evolve into a CX platform
Contact center market leader NICE Ltd. used the recent Enterprise Connect show to add to its artificial intelligence portfolio with the release of Enlighten XM (Experience Memory), which adds AI-infused contextual memory to the contact center.