From an exciting new contact center capability to a statement customer megadeal, here are some extracts from our most popular news stories over the last seven days.
AWS Makes Proficiency-Based Routing for Contact Centers Possible
Amazon Connect now allows admins to route customer interactions according to the proficiency of contact center agents.
To start, admins can create a set of agent proficiencies to reflect an individual’s skill level across numerous attributes. Possible attributes include their ability to handle a specific intent or fluency in a particular language.
With these proficiencies, contact centers can create custom routing requirements to drive specific business outcomes and match the loyalty-hinging customer contacts to the best-placed agents.
Another exciting feature of Connect’s proficiency routing is the ability for admins to create "timed routing steps" – which act as a backstop if the most "proficient" agents are unavailable.
The feature gradually extends the routing thresholds to attract a broader agent pool and find the best match within a reasonable timeframe. (Read on..).
Verint Secures a Huge $49MN Healthcare Customer Win
Verint has secured a $49MN contract with a leading U.S. healthcare company, which includes Open CCaaS, specialist bots, and more.
The contract has a five-year term and – while it includes these new elements – it will also expand on existing solutions already deployed by the customer.
Dan Bodner, CEO of Verint, commented on its new multi-million-dollar contract:
We are pleased to receive this strong endorsement of our differentiated open platform and CX automation strategy.
"This large contract, which includes the deployment of more than 12 AI-powered bots, is another proof point that our differentiated open platform is gaining momentum along with our ability to monetize our strong AI capabilities."
Verint announced the launch of its Open CCaaS platform at its Engage 2023 event.
The platform stands out in the market as it embraces a bring-your-own-telephony approach.
As such, deployments start by giving customers the opportunity to build the optimal contact center workflows. They then fit the operational systems around these.
That is a divergent approach, and major wins like this seemingly represent a major affirmation of the solution and perhaps signal that it is living up to the hype surrounding its launch. (Read on..).
Salesforce’s Latest Innovation Turns Unstructured Data Into Actionable Intelligence
Salesforce has introduced a new vector database that unifies various business data sources – including unstructured data like PDFs, emails, and transcripts – within Data Cloud.
There, businesses can also add structured data from its various Salesforce CRM apps to enrich the data pool further.