Popular stories shared among agents, business leaders and our loyal readership are on AI, acquisitions and a mega deal between Microsoft and Nuance. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Microsoft’s Nuance Acquisition to Deliver New Cloud and AI Capabilities
Microsoft announced Monday it will acquire AI and speech technology firm Nuance Communications for about $16B in cash, in aim to build its cloud strategy for healthcare.
The deal comes as a result of a previous collaboration of both companies in 2019, when they partnered to automate clinical administrative work such as documentation. Both will gain from a boom in telehealth services with medical consultations shifting online due to the Covid-19 pandemic.
Microsoft’s CEO, Satya Nadella said: “Nuance provides the AI layer at the healthcare point of delivery. AI is technology’s most important priority, and healthcare is its most urgent application.”
Predictive and Real-time Analytics: CX Today Expert Round Table
Real-time and predictive analytics can be a powerful tool in delivering exceptional customer experience. By making use of these types of analytics, contact centre agents are able to smooth out any pain points of the customer journey while simultaneously providing an empathetic experience and reducing wait time.
Experts from seven companies share their thoughts on whether real-time and predictive analytics are a valuable addition to contact centres and what human agents can learn from these analytics.
Avaya Reveals 44% of UK Workers Consider WFH a Driver in Happiness
Up to 57% percent of UK workers have felt happier over the past year as a result of working from home, according to a new study commissioned by Avaya to take the emotional pulse of the nation as we move beyond 2020.