From the "first EU sovereign" CCaaS solution to a $185MN Microsoft megadeal, here are some extracts from our most popular news stories over the last seven days.
NICE Claims CXone as the "First EU Sovereign" CCaaS Platform
NICE has announced that its CXone solution is the CCaaS industry’s first EU sovereign platform.
In doing so, the vendor claims the offering will enable enterprises from all verticals in the EU to satisfy regulatory and compliance requirements.
To accomplish this, NICE partnered with data centers and cloud providers that meet EU market needs, regulatory and compliance requirements, and the BSI C5 criteria catalog.
Sharing the news, Barry Cooper, President of the CX Division at NICE, said:
We are pleased to announce CXone as an EU Sovereign cloud platform allowing organizations to further accelerate their cloud adoption and take another big step in their journey to deliver next-gen digital CX while maintaining compliance amid the most stringent of regulations.
NICE also revealed it has invested heavily in Network Operations Centres (NOCs), support, and development resources in the EU market.
As a result, all data passing through the CXone platform will stay within the EU.
Customers will also have controls and oversight of their data that has not previously been available in the market.
NICE describes CXone as the "world’s number one cloud-native customer experience platform."
Meanwhile, the latest G2 Enterprise Grid, Gartner Magic Quadrant, and Forrester Wave each consider NICE a CCaaS market leader. (Read on…).
Teleperformance Strikes $185MN Megadeal with Microsoft to Launch GenAI Solution
Teleperformance sent shockwaves across the customer experience BPO space, striking a $185MN deal with Microsoft to release a proprietary contact center generative AI tool.
The TP GenAI tool leverages Microsoft Corp’s Azure OpenAI to automate simple low-value tasks for customer service teams.
While reports do not go much deeper, these tasks likely include auto-summarizing customer conversations.
Yet, the tool likely goes significantly further than auto-summarization alone, with Teleperformance’s handle times dropping 25 percent post-implementation.
Those gains enabled the BPO’s team to reduce email response times by 20 percent.
According to Reuters, Teleperformance also achieved the following results:
A 90 percent improvement in accurately addressing customer needs, a 35 percent increase in sales conversions, and near real-time insights on customer interactions.
However, perhaps most interestingly, Teleperformance now predicts it will automate 20-30 percent of its processes with the help of TP GenAI over the next three years.
As the BPO market remains primarily a space of outsourcing the role of live agents, expect a considerable drop in headcount when outsourcers mechanize 20-30 percent of the work.
That brings many possible benefits, including potential cost savings for clients – which may give Teleperformance an edge over its competitors in the short term. (Read on…).
Five9 Dives Deeper on Digital Engagement, Conversational AI, & Self-Service
Five9 has unveiled its latest release wave, which includes an expansion of its digital engagement, conversational AI, and self-service capabilities.