Billed as an occasion to assist hold leaders on the “forefront of the enterprise IT industry,” Enterprise Connect 2024 actually delivered.
Hosted within the Gaylord Palms Resort in Orlando, Florida, the occasion noticed business leaders, innovators, and expertise fans all coming collectively to discover and focus on the superior options and communication strategies shaping the digital panorama.
With GenAI, AI within the contact heart, buyer engagement, and worker expertise all that includes among the many occasion’s scorching matters, the businesses in attendance have been a who’s who of main tech suppliers – all seeking to showcase their latest merchandise, partnerships, and plans.
While Twilo’s new Data Layer, Nice’s Copilot 2.0, and Cisco’s latest CCaaS bundle hogged the headlines, a number of attention-grabbing tales from the occasion managed to get misplaced within the shuffle.
Talkdesk Partners with Verint to Launch an AI-Powered WFM for Contact Centers
Attendees of Enterprise Connect have been the primary to search out out concerning the enlargement of the partnership between Talkdesk and Verint, who’ve mixed their assets to ship the Verint Workforce Management for Talkdesk.
Powered by the Verint Open Platform, the brand new “best-of-breed” WFM resolution can be available by means of Talkdesk CX Cloud. Powered by AI, the software guarantees to supply customers with the capabilities to boost their CX automation choices.
The resolution’s versatile structure seamlessly integrates with enterprise techniques, offering enterprise-level scalability and versatile scheduling choices for contact heart brokers.
Utilizing cutting-edge AI fashions and adaptable to future improvements, Talkdesk believes that it’ll improve clients’ capacity to ship top-tier service.
In discussing the potential of the brand new resolution, Wiliam Welch – President and Chief Operating Officer at Talkdesk – mentioned:
Talkdesk is deepening its partnership with Verint to make sure contact facilities throughout each phase have superior, automated capabilities to drive operational efficiencies, enhance agent experiences, and workforce effectiveness.
Vonage Boosts its GenAI Capabilities – Targets the User Experience
The cloud communications specialist has leveraged superior GenAI expertise to energy its latest resolution: Generative AI for Vonage Conversational Commerce.
Aimed at enhancing the general person expertise, the AI-powered additions are seamlessly built-in into the Vonage Conversational Commerce resolution – equipping businesses with the instruments obligatory to determine customized and real-time connections with clients throughout numerous platforms.
Vonage believes that the brand new resolution will result in extra insightful buyer information and enhance effectivity by means of automation – making a big impression throughout all buyer touchpoints.
Speaking about his firm’s latest software, Savinay Berry – EVP of Product and Engineering for Vonage – commented:
By integrating state-of-the-art generative AI capabilities with our Conversational Commerce resolution, we’re empowering customers to generate inventive content material, automate duties, and enhance the general person expertise.
GoTo Leverages AI to “Significantly Enhance” its Offerings
The IT administration, help, and business communications firm has introduced a revamp of its present options with AI improvements and greater than 60 new product enhancements.
GoTo guarantees that the latest upgrades will present businesses with new intelligence, insights, and automation that may assist to “boost productivity and deliver an exceptional customer and employee experience.”
The latest AI improvements embody AI display translation, admin GoPilot, AI optimization add-on, and post-meeting summaries supercharged by AI.
Whereas, among the many 60+ new options available, clients can take pleasure in an clever chat assistant, self-healing alerts, customized script alerts, and a complicated reporting and analytics bundle.
Olga Lagunova – Chief Product and Technology Officer at GoTo – mentioned how the brand new additions will profit customers:
These vital enhancements empower businesses and workers to excel with new AI-powered options, build buyer belief, create advocates, and improve staff efficiency.
Calabrio’s GenAI-Powered Interaction Summary Feature Now Generally Available – Promises to Boost Contact Center Efficiency
GenAI continued to dominate the Enterprise Connect occasion, with Calabrio additionally saying synthetic intelligence upgrades to its Interaction Summary resolution.
The software condenses interactions between contact heart brokers and clients – aiming to boost buyer satisfaction, increase productiveness, and scale back bills.
More particularly, Calabrio guarantees contact facilities the next capabilities:
Minimize or eradicate post-call duties by mechanically summarizing every buyer interplay for each agent.
Export summaries mechanically to any CRM system utilizing an open API.
Joel Martins – Interim CEO and Chief Technology Officer at Calabrio – underscored the corporate’s dedication to enhancing the contact heart expertise:
Calabrio is main the best way in creating business requirements and enhancing agent and phone heart effectivity, utilizing progressive expertise to seize interactions.
CallMiner Deploys GenAI to Enhance CX Solutions
The conversational intelligence supplier has unveiled new GenAI options in a bid to enhance its present buyer expertise choices.
In tandem with the brand new synthetic intelligence additions, CallMiner has additionally launched a framework designed to handle and monitor LLMs – claiming that it’ll present customers with higher management over their GenAI options.
The enhanced platform consists of AI classifiers, semantic search, and the corporate’s help assist bot, CallMiner GPT.
Bruce McMahon – Chief Product Officer at CallMiner – mentioned how the improvements will assist hold CallMiner on the cutting-edge of the business:
CallMiner has established itself as an AI chief – each with the continued supply of AI capabilities, like AI classifiers and semantic search, and with our concentrate on agility and accountability that ensures our clients can take an ROI-first method to AI.
You can examine all the different huge tales and developments at Enterprise Connect 2024 by following the hyperlinks beneath:
