Sam Del Rowe

Articles by Sam Del Rowe

The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018

The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018

The new functionality arises from integrating the LiveChat and ChatBot solutions.
Posted November 27, 2018

The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018

The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018

The conversational capabilities aim to provide the agent with emotional intelligence.
Posted August 22, 2018

By bridging the gap between AI and human agents, the integration aims to improve the customer service experience for customers and agents alike.
Posted July 25, 2018

The new functionality enables complete resolution of customer support cases.
Posted July 19, 2018

The new capabilities include expanded voice features, Bot Kits, an Outbound Center, and a Deployment Center.
Posted July 05, 2018

Cyara 7.3 includes updated omnichannel capabilities for automatically testing customer journeys that span and hop channels and include both self-service and agent-based experiences.
Posted June 28, 2018

The technology aims to provide TeamSupport users with deeper insights into how their customers feel about their experiences.
Posted June 26, 2018

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018

The expo's message was clear: All companies should consider themselves service organizations.
Posted May 23, 2018

Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows.
Posted May 15, 2018

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018

Genesys CEO Paul Segre sees artificial intelligence, particularly blended AI, as the future of customer service.
Posted May 08, 2018

On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers.
Posted May 04, 2018

The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch.
Posted May 03, 2018

Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018

Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018

Avaya technologist says digital transformation is about more than replacing legacy equipment.
Posted March 20, 2018

The fully programmable cloud contact center platform aims to give companies complete control of their contract center experience.
Posted March 12, 2018

With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.
Posted February 27, 2018

The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding.
Posted February 20, 2018

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018

The new integration will help companies build and maintain conversational IVR flows for routing callers.
Posted November 27, 2017

The cloud platform looks to help organizations improve their cross-channel customer experiences.
Posted July 31, 2017

The transaction aims to bolster Genesys's customer experience offerings and global market presence.
Posted August 31, 2016

NICE Systems is acquiring speech software company Nexidia, which specializes in advanced speech and interaction analytics, for $135 million. Nexidia's analytics products are backed by patents for phonetic indexing and search capabilities, features that will integrate with NICE's existing services to provide enhanced analytics-based solutions.
Posted January 11, 2016

Emergency preparedness solutions company Rave Mobile Safety has seen particular success with its Smart911 national safety service. The platform aims to assist 9-1-1 dispatchers in their decisions and cut response times. The service has seen statewide implementation in Arkansas, Delaware, and several other states.
Posted December 29, 2015