Alternately mind-numbing and infuriating, call center experiences are getting a refresh, bringing a more human touch to bear even though more automation is involved than ever. Rebranding as “contact centers” given the negative associations with “call centers,” the customer service segment is embracing artificial intelligence...
Citi Commercial Cards is introducing an intelligent virtual agent (IVA) capability at its U.S. call centers, Citi announced on Monday (Feb. 3). Citi will harness technology from artificial intelligence (AI) firm Interactions, which specializes in conversational AI. The IVA is an example of the technology...
Payments credit union service organization PSCU unveiled the deployment of desktop automation via its partnership with Jacada to optimize the call center experience. The attended bot from Jacada securely and safely logs agents into hundreds of owner credit unions’ digital banking platforms, taking away multiple manual steps...
Customer relationship management (CRM) firm Salesforce is expanding its partnership with Amazon Web Services (AWS) to offer customer service technology powered by artificial intelligence (AI), Salesforce said in a press release on Tuesday (Nov. 19). Salesforce is launching Service Cloud Voice to provide customer service...
January 03, 2023
Retail call centers are the front line of consumer queries and the favorite new target for identity fraud. Daniel Flowe, head of identity strategy at Refinitiv, told PYMNTS that while the majority of consumers still want — and like — to speak to a human, that preference is being regularly abused and targeted by fraudsters […]
September 21, 2018
Governments may not be known for keeping up with cutting-edge technology, but that doesn’t mean they don’t take note of the trends — especially when it comes to tools for...
June 15, 2017
President Donald Trump wants to bring more jobs back to the U.S., and lawmakers have asked the Trump administration to pay particular attention to the call center industry. This year, senators...
March 30, 2017
There are a bunch of people who’ve reinvented the phone - but not a single one that’s actually reinvented the phone call. Alan Truitt, chief business development officer for Teleperformance...
February 03, 2020
Citi Commercial Cards is introducing an intelligent virtual agent (IVA) capability at its U.S. call centers, Citi announced on Monday (Feb. 3). Citi will harness technology from artificial intelligence (AI) firm Interactions, which specializes in conversational AI. The IVA is an example of the technology investment strategy being employed by Citi Commercial Cards to enhance […]
December 16, 2019
Payments credit union service organization PSCU unveiled the deployment of desktop automation via its partnership with Jacada to optimize the call center experience. The attended bot from Jacada securely and...
November 19, 2019
Customer relationship management (CRM) firm Salesforce is expanding its partnership with Amazon Web Services (AWS) to offer customer service technology powered by artificial intelligence (AI), Salesforce said in a press...
July 15, 2019
Yandex has announced that MLU B.V., its ride-sharing and food delivery joint venture with Uber, has agreed to acquire the IP and call-centers of Russia’s largest taxi company, Vezyot. As...
