Summary:
NICE, a leading CX software provider, recently launched its CXone Fall Release, offering a range of enhancements to its customer experience platform. These include improvements to Enlighten AI Routing and Enlighten AutoSummary, which utilize generative AI to provide automated summaries of customer interactions. The release also introduces Microsoft Azure as a storage option and enables CXone to integrate with any ACD system, regardless of whether it is on-premises or in the cloud. Additionally, the release introduces True to Interval (TTI), a workforce engagement management capability that accounts for asynchronous and periodic interactions during forecasting and scheduling.
NICE Acquires LiveVox:
In a strategic move, NICE acquired LiveVox, integrating LiveVox’s AI-powered outreach capabilities into the CXone platform. This acquisition aligns with a growing trend in the industry of combining inbound and outbound systems for a more comprehensive customer experience.
Logitech Sight Camera Certified for Microsoft Teams and Zoom Rooms:
Logitech’s tabletop camera, the Logitech Sight, has received certification for use with Microsoft Teams and Zoom Rooms. Equipped with dual 4K cameras and seven beamforming microphones, the camera offers multi-participant framing and is available globally at an affordable price.
Sennheiser TeamConnect Medium Integrated with Crestron Automate VX:
Sennheiser’s TeamConnect Medium (TCC M) ceiling microphone has been integrated into Crestron Automate VX, a voice-activated speaker tracking solution. This integration enhances the efficiency of larger audio systems by enabling multiple cameras to track active speakers.
HGS Introduces Generative AI in Contact Centers:
HGS has launched HGS Agent X, a next-gen accelerator for contact centers that incorporates generative AI features. These features include real-time agent assistance, speech and text transcription, sentiment analysis, and ChatGPT access. The platform also provides AI-driven insights to supervisors based on customer and agent interactions.
Balto Enhances Contact Center Guidance with Screen Recording:
Balto, a provider of real-time guidance systems, now offers screen recording capabilities in its Agent App. Agents can enable the feature to record all displays on their machines during customer interactions. This facilitates quality control and training purposes while ensuring privacy by allowing agents to pause and resume the recording as needed.
NovelVox Upgrades HubSpot CTI Connector:
NovelVox has released HubSpot CTI Connector 2.0, offering a revamped user interface, enhanced CTI functionality, and more integrations with popular contact center platforms. These integrations include Cisco Finesse, Cisco Webex, Genesys, Amazon Connect, Dialpad, Zoom, NICE, 8×8, and Avaya.
Intel and DigitalBridge Launch Articul8:
Intel and DigitalBridge Group have collaborated to form Articul8 AI, an enterprise generative AI company. Articul8 offers a secure, vertically-optimized generative AI software platform that provides customers with the flexibility to choose between cloud, on-premises, or hybrid deployment options. The platform was optimized for Intel hardware architectures and ensures the security of customer data, training, and inference.
In conclusion, these recent developments in the communication and collaboration spaces highlight the ongoing efforts of leading companies like NICE, Logitech, Sennheiser, HGS, Balto, NovelVox, Intel, and DigitalBridge to drive innovation and enhance customer experiences through AI-driven technologies and integrations.
The source of the article is from the blog macnifico.pt