📰Contact Center Technology Weekly Digest — Issue #47
In this issue: High call volume corrective and preventative tactics, AudioCodes Acquires Callverso, Solving meeting fatigue with high-quality video, and more.
đź“ŚFeatured Content
Start Saying Goodbye to the Contact Center | No Jitter — www.nojitter.com
The contact center has largely been an island within the enterprise, but today customer service is no longer a place and occurs wherever there are customer touchpoints.
🎆News & Releases
Genesys to Make Debut On Google Cloud — www.workforcemanagementtoday.com
It was only a matter of time before contact center solutions provider Genesys linked up with one of the biggest cloud providers to take its offerings to the next level. That move has now been made and customer service agents and customers will see numerous benefits in their interactions.
AudioCodes Acquires Callverso, a provider of Conversational AI solutions for Contact Centers — www.audiocodes.com
AudioCodes has acquired Callverso, a leading provider of conversational AI solutions and NLU technology for contact centers.
NICE and Google Cloud team up to improve customer interactions | VentureBeat — venturebeat.com
Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI apps aims to make human agents, voice bots, and chatbots more effective.
Ericsson to acquire Vonage for USD 6.2 billion to spearhead the creation of a global network and communication platform for open innovation
Ericsson enters into agreement for USD 6.2 billion cash offer to acquire Vonage, a global provider of cloud-based communications, with unanimous approval of the Vonage Board of Directors
đź“°Other Insights
High call volume corrective and preventative tactics | Talkdesk — www.talkdesk.com
Learn how to deal with high call volume through corrective and preventive tactics that enhance your contact center response.
Solving meeting fatigue with high-quality video · Jabra Blog — www.jabra.com
Elevating productivity and engagement in hybrid work.
🛠️Technical
Contact Centers Management Models: Analysis and Recommendations | IEEE Conference Publication | IEEE Xplore — ieeexplore.ieee.org
This paper presents the results of analysis of solutions in the field of Contact Center aimed at optimizing the entire system as a whole, as well as additional
Network Jitter or Round Trip Time — which is more important in WebRTC? • testRTC — testrtc.com
Network Jitter or Round Trip Time — which is more important when testing or monitoring a WebRTC application?
đź“»Podcast & Video
Enable SMS and digital customer service channels in Amazon Connect — AWS Online Tech Talk
www.youtube.com
Today, consumers can pick from a range of messaging apps to communicate with friends and family. Some example include: SMS, Facebook Messenger, iMessage, Wha…
📆Upcoming Events
Genesys PartnerFest EMEA 2021 | Genesys — www.genesys.com
The partner event in the EMEA in 2021. Join to learn about how to improve your customers experiences using the latest technology.
đź’ĽJob Openings
Genesys Project Manager
Infosys Portland, OR
Good job for making it this far, until next time — stay safe!
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