Artificial Intelligence (AI)

I recently attended my first in-person analyst event in18 months, and it sure was NICE (pun intended). The NICE team put on an amazing event, in terms of both content and the Analyst Experience (AX - a new term I coined). Taking place in Jackson Hole, Wyoming, we got to experience a scenic helicopter tour, and all that Jackson Ford Ranch had to offer including a choice of horseback riding, bison encounters, fly fishing, nature walk, archery/axe throwing, and more.

Forward-thinking contact center IT managers are adding millions to the bottom line – by rethinking their role and status as Cost-Cutter-in-Chief. Is it time you did the same?

A typical contact center handles tens of thousands of customer conversations a day – and every one of those interactions is an opportunity to sell or increase customer loyalty. But, all too often, contact center IT managers are forced to see a customer not as a business opportunity, but as a problem to be dealt with as quickly as possible.

With only three minutes to demonstrate how they’re “Driving better experiences through innovation and disruption,” six technology solutions competed in the Talkdesk

When a reporter asked me “Why do you think Microsoft would acquire Nuance?” my initial reaction was “Because they can.” Microsoft has the resources, and it makes sense to invest in an area such as AI and speech recognition.

There are other several reasons why Microsoft acquiring Nuance make sense:

Introduction

On March 16, 2021, Genesys announced their intent to acquire Bold360 from LogMeIn. Bold360 currently offers:

On our recent BCS Expert podcast on best practices for using video, collaboration and teams, Kevin Kieller talked about the data from meetings and usage that is gathered in Microsoft Teams. He talked about how it shows issues in how people meet today. In fact, cloud-based communication and collaboration applications gather an amazing amount of information during every meeting event. Every time a new person speaks it generates a change that is noted.

Artificial Intelligence is a major topic today, not just in communications and Contact Centers, but across business. Most of the current crop of business-focused “AI” is in fact Machine Learning (ML). In ML, a large data set is used to “train” the algorithm to predict an outcome based on a range of interacting variables. Using modern data sets that have millions and even billions of test sets and thousands of variables, the ML program is able to train a neural network to predict an outcome.