Call Center Commerce
Call Center Commerce – September 2019
Inside the September Tracker
Call Center Commerce
- Recent call center commerce headlines, including Vonage’s acquisition of conversational AI suite Over.ai
- Lindsay Sacknoff, head of U.S. contact centers for TD Bank, on how using AI and multifactor authentication can improve verification measures across multiple contact center channels
- A provider directory featuring the space’s top players, including three additions
Call Center Commerce – July 2019
Inside the July Tracker
Call Center Commerce Tracker
- Recent headlines from around the space, including why providers like Verizon are turning to AI to better meet customers’ needs
- An interview with Tori Forbes-Roberts, vice president of reservation sales and customer care for Delta Airlines, on how it is enhancing customer service capabilities through AI and Apple Business Chat
- A provider directory featuring the space’s top players, including three additions
Call Center Commerce – May 2019
Inside the May Tracker
Call Center Commerce Tracker
- An interview with Paul Lasserre and Gnan Gowda of Genesys on how the call center provider is partnering with Google Cloud on an AI-based solution
- The latest call center developments, including voice recognition and AI innovations
- A provider directory featuring the space’s top players
Call Center Commerce – March 2019
Inside the March Tracker
Call Center Commerce Tracker
- Recent headlines from around the space, including how providers like NICE are using voice biometrics
- An interview with Professor James Woudhuysen of London South Bank University on how AI is giving insights to human agents, who are still ultimately making consumer-facing judgments
- A provider directory featuring the space’s top players