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 Tracker 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
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