call center solutions

Interactions, LLC Adds Risk Scoring Tech to Call Center Platform

Interactions, LLC Adds Risk Scoring Tech to Call Center Platform

Massachusetts-based Interactions, LLC is enhancing the security of its Intelligent Voice Assistants platform through a new partnership with Next Caller. The latter specializes in phone-based fraud detection, offering a platform called VeriCall that is designed to produce a risk score for incoming calls based on the phone number and network information. Integrated into Interactions, LLC’s…

Customer Experience Consultancy Avtex Embraces Daon’s IdentityX

Customer Experience Consultancy Avtex Embraces Daon’s IdentityX

Another partnership is poised to further extend Daon‘s presence in the financial services industry. The company has teamed up with Avtex, a US-based customer experience consultancy. Avtex stakes claim to being the the world’s biggest provider of customer experience platforms from Genesys. The company is also a Microsoft Inner Circle Partner for Dynamics CRM and Power…

Avaya Brings Biometrics, AI to Call Center Solutions

Avaya Brings Biometrics, AI to Call Center Solutions

Call center solutions specialist Avaya has enhanced its Software Development Kit and enterprise virtual assistant offerings. The company says its SDK now supports sophisticated artificial intelligence, allowing for conversational user interaction, and even a sentiment analysis feature that can help customer calls to be automatically routed to the appropriate channels. Avaya also says its platform…

Nuance Prediction Service Can Tell What Customers Are Calling About

Nuance Prediction Service Can Tell What Customers Are Calling About

“…thanks to machine learning technology, Nuance says the solution will refine its statistical models over time in order to improve its success rates.” Can artificial intelligence predict the future? Maybe not yet, but it can be used to predict what customers are calling about when they dial into a contact center. That is the premise…