#contactcenterworld, @bandwidth, @google
Raleigh, NC, USA, Sept. 6, 2023 - Bandwidth Inc. (NASDAQ: BAND), a global enterprise cloud communications company, announced it is partnering with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intelligence (AI) tools in front of their contact centers–resolving calls faster and more efficiently in the communications cloud. AIBridge is the newest in a series of pre-built integrations available with Bandwidth MaestroTM, the company's enterprise cloud communications platform, which is now available.
Potential cost savings are significant. According to Gartner, "conversational AI will reduce contact center agent labor costs by $80 billion in 2026, increasing to $240 billion by 2031. In 2031, conversational AI chatbots and virtual assistants will handle 30 percent of interactions that would have otherwise been handled by a human agent, up from just two percent in 2022."(1)
Sponsor message - content continues below this message
the 2024 '19th annual' Global Top Ranking Performer Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
The first integrations for AIBridge include Cognigy and Google Cloud's Dialogflow, both recognized leaders in conversational AI, with more to be added soon.
"Bandwidth Maestro is truly an innovative enterprise-class voice platform that, when paired with Cognigy.AI, will make conversational and generative AI more accessible and manageable enabling accelerated customer service transformation," said Hardy Myers, SVP of Business Development & Strategy at Cognigy.
"AI is transforming the customer service experience, and we're excited to partner with Bandwidth to bring its customers rich, intuitive customer conversations with the help of Google Cloud's conversational AI technology," said Yariv Adan, Sr. AI Director, Product Management, Google Cloud AI.
"Bandwidth AIBridge enables enterprises to make the transition from traditional IVR technologies to full-service conversational AI bot platforms, and move them in front of the contact center to operate 24/7/365," said John Bell, Bandwidth's Chief Product Officer. "It gets even better: using Bandwidth Visual Builder, there's no software coding necessary to compose and connect complex call flows for any contact center use case."
Posted by Veronica Silva Cusi, news correspondent
Bandwidth (NASDAQ: BAND), is an enterprise cloud communications company. Companies use Bandwidth's APIs to easily embed voice, messaging and 911 access into software and applications. Bandwidth is a CPaaS provider offering a selection of communications APIs built around their own nationwide IP voice network.
Google Inc. is an American multinational public corporation invested in Internet search, cloud computing, and advertising technologies.
Published: Friday, September 8, 2023
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
- Daily CSV files upload to Customer business applications
- Capture packet to Wireshark for Deep Packet Inspection (DPI)
- detect traffic anomalies
- and more ....
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|11.)||The Primas Group|
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.
*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more
As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.