From a free trial of a cutting-edge generative AI solution to contact center megadeals, here are some extracts from our most popular news stories over the last seven days.
Genesys Hops on the Generative AI Bandwagon, Offers 30-Day Trial of Its New Solution
Genesys has released a new agent-assist capability to auto-summarize customer conversations across voice and digital channels.
In doing so, it automates much of the post-contact processing for agents, knocking valuable seconds off every contact center interaction.
After all, there is no need to reflect on the call, summarize it, and type lengthy notes. Instead, agents only need to review, tweak, and publish the conversation summaries.
With post-contact processing taking some businesses as much as three minutes per contact – according to a Genesys survey – the savings may be huge.
Of course, that is far from the case in most service operations. Nonetheless, even if the contact center shaves just a few seconds from every call, it will likely see a quick ROI, which will only amplify across a large agent population.
Moreover, agents may benefit from a consistent post-call note format, making it easier to search for vital context when customers make a follow-up contact.
That consistent, bot-generated content may also support service operations mine for customer insights with analytics tools, improve historical reporting, and adhere to compliance guidelines. (Read on...)
NICE Offers Its Speech-to-Text API to Contact Centers for Free
NICE has launched a free version of its speech-to-text API, which allows contact centers to transcribe 1,000 calls every day.
The API comes from its ElevateAI suite, which serves up the technologies behind many of NICE’s products to developers in a piecemeal fashion.
Alongside the transcription API are pre-built AI models that help to draw insights from those transcripts, such as customer sentiment, behaviors, and more.
Those models will cost businesses more. Yet, the bare-bones transcripts alone will already allow service teams to skim insights from calls manually, enhance customer records, and ensure compliance.
Moreover, this is not a solution created only for NICE customers. As Neeraj Verma, General Manager of AI as a Service at NICE, told TalkingPointz:
Any contact center across the world can sign up for our service through our own website (elevateai.com), and they’ll receive a thousand free interactions every day that they can transcribe.
"You can be on Verint, Genesys, or another technology and easily bring amazing CX models into your contact center for free."
Moreover, NICE supports 140 different formats, whether that is a WAV, MP4, or something else – each delivering high accuracy rates. (Read on...)
Verint CEO Talks $21MN Customer Win, SaaS Momentum, & ChatGPT
Verint has secured a $21MN megadeal with a prominent US-based financial services company.
Dan Bodner, CEO of Verint, shared the news during an earnings call, where he also laid out the vendor’s generative AI approach and discussed its continued cloud momentum.
Unfortunately, Bodner didn’t reveal much more about the megadeal aside from noting that it stems from an existing customer that chose to expand its partnership with the stalwart CX vendor.
In doing so, the business will add new applications to its Verint ecosystem.