Call Center Commerce

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
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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
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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
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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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