Mindtickle released capabilities to streamline workflows for revenue organizations. These include artificial intelligence-guided program creation, self-enablement with real-time answers to field questions, call scoring, and more.

This latest release includes the following:

• AI-powered just-in-time enablement for delivering relevant and real-time answers to reps’ questions with Copilot, Mindtickle’s generative AI assistant.
• AI search across the Mindtickle platform based on a deeper understanding of language and search terms with Copilot.
• Role-based home pages that serve up content and training based on goals and the competencies needed to achieve them.
• Call scoring based on adherence to deal qualification frameworks like CHAMP and MEDDPICC to identify opportunities for coaching and training.
• AI-based guided program creation for enablement programs, like the best module type to choose, and suggestions about program structures based on goals.
• Enhanced integrations with the Microsoft Suite, including Sharepoint and Outlook.

“AI and automation have greatly minimized the time and effort spent finding information or mining data for insight, while simultaneously maximizing human creativity and strategic thinking. In the world of revenue productivity, this means revenue-generating roles can focus their time and energy on delivering exceptional customer and buying experiences,” Nishant Mungali, Co-founder and Chief Product Officer of Mindtickle, said in a statement. “Mindtickle’s approach, which combines enablement, content management, conversation, and revenue intelligence in one platform, means teams can operate with more context and improve faster and more sustainably than ever.”

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Radish Systems, a telephony software and professional services company, has launched ChoiceView for Amazon Connect, which brings visual omnichannel capabilities to Amazon contact centers.

ChoiceView adds visual interaction on phone calls, whether they’re answered by artificial intelligence-based automated systems or live agents. It allows callers to receive visual menus and visual responses while they’re talking.

ChoiceView also offers a way to create visual interactive voice response systems, visual phonebots, and visual chatbots within the Amazon Connect framework by inserting the ChoiceView lambda function in Connect contact flows.

“ChoiceView is a breakthrough for Amazon Connect users,” said Blair Pleasant, Industry Analyst and President of COMMfusion, in a statement. “It gives them an easy way to add omnichannel, voice-and-visual capabilities to their voice apps without needing complex integration or coding. It works with both automated agents and live agents in contact centers.”

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Talkdesk, a contact center systems provider, has integrated generative artificial intelligence within its flagship Talkdesk CX Cloud platform and Industry Experience Clouds.

Now, companies can deploy, monitor, and fine-tune genAI in their contact centers with no coding experience, eliminate inaccurate and irresponsible AI use and subsequent brand risk, and create personalized experiences for customers.

With these latest updates, companies can do the following:

• Make agents more efficient and effective with real-time generative knowledge and automatic interaction summaries that can reduce after-call work and average handle time with Automatic Summary and Generative Knowledge Retrieval features.
• Improve loyalty and satisfaction by automatically identifying topic and sentiment trends across every customer conversation with the Automatic Topic Discovery feature.
• Reduce the cost of delivering great customer experiences by making it possible to automate self-service of a wider range of more complex customer conversations in a few steps with Process-Based Virtual Agent and Generative Knowledge Retrieval features.
• Leverage AI safely and effectively with no-code tools to identify biases and inaccuracies, create guardrails, and simulate results, keeping humans in the loop to prevent potential harm or discrimination with Data Augmentation, GenAI Observability Dashboard, and GenAI Fine-tuning and Simulation features.

“About a year after its debut, genAI significantly builds upon the benefits of artificial intelligence and has already proven to be a powerful tool for businesses. But as more enterprises deploy genAI within business functions, it’s clear that more work needs to be done to ensure accuracy, responsibility, and accessibility of the technology. At Talkdesk, we’re taking a stand in the CCaaS industry to ensure that genAI within the contact center does no harm to the business or its customers, provides the right level of personalized experiences across the customer journey, and gives more businesses access to its benefits,” said Tiago Paiva, CEO and founder of Talkdesk, in a statement.

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Cresta, a provider of Generative AI for intelligent contact centers, has been acknowledged by Aragon Research Inc. as a “Leader” in the Aragon Research Globe for Enterprise Coaching Report, 2024.

“We believe this acknowledgement from Aragon Research further solidifies our commitment to provide AI-powered contact center solutions for enterprise businesses,” said Ping Wu, CEO of Cresta. “Our Generative AI platform turns real-time insights into real-time actions – empowering contact center managers with the insights needed to create personalized coaching of key behaviors, and agents with the assistance needed to drive increased performance, efficiency, and customer satisfaction for leading organizations.”

Cresta integrated suite of intelligent products and services helps businesses unlock previously siloed revenue opportunities and build more meaningful relationships with their customers – resulting in a 20% increase in customer satisfaction. These AI-powered features include:

• Cresta Agent Assist amplifies the best practices of top performers and applies them across your team, guiding agents in real-time through customer conversations with coaching, assistance, and automation. With Cresta Agent Assist, human workers are empowered to be significantly more effective through automated note-taking, real-time suggested responses, hints, and checklists.
• Cresta Director helps managers better support and coach agents by providing insight into agent conversations, creating personalized coaching plans, and automated scorecards. Additionally, Cresta Director automatically identifies coaching gaps and streamlines coaching under one easy-to-use interface.
• Cresta Insights empowers organizations to better understand customer trends, answer critical business questions, and uncover new unknowns to make faster, smarter decisions.
• Cresta Virtual Agent chatbot helps businesses discover conversation reasons and behaviors, and automate conversations by leveraging Large Language Models (LLMs).

“Cresta is driving revolutionary change in the contact center with their AI-powered solutions,” said Jim Lundy, Founder and CEO of Aragon Research. “Cresta’s ability to provide effective real-time coaching and insights is helping contact center managers ensure every customer interaction is effective and productive.”

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Broadvoice, a provider of hosted voice, unified communications as a service (UCaaS) and omnichannel contact center as a service (CCaaS) for thriving small and mid-market enterprises and business process outsourcers (BPOs), announced their new program, CXHub, in partnership with ArenaCX, during Customer Contact Week in Nashville.

With CXHub, businesses have access to a marketplace of nearly 200 pre-vetted BPO providers to quickly and affordably meet their CCaaS and other business outsourcing needs, whether to streamline operations, improve daily workflows or scale for seasonality.

CXHub helps businesses address labor needs and staffing challenges caused by seasonality, emergencies, changes in call volume, staff shortages, skills gaps and more by finding best-fit outsourcing in a variety of industries, locations, capacities, functions and languages. Once the business has discovered its perfect-fit BPO partner, the CXHub team manages all elements of the experience, including needs analysis, requests for proposals, contracts, onboarding and more.

“With the launch of CXHub, Broadvoice has become a one-stop shop for all contact center and labor needs,” said Jim Murphy, CEO of Broadvoice. “In addition to its cloud-based omnichannel contact center platform, Broadvoice now offers professional staffing solutions to help small and mid-market enterprises optimize performance, enhance the customer experience, drive revenue and grow their business.”

With CXHub, businesses can:

• Save time with instant access to hundreds of pre-vetted BPOs.
• Save money by streamlining the sourcing process through a proven RFP and contracting process.
• Gain access to talent pools across industries, locations, capacities, functions and languages.
• Easily scale up or down by adjusting capacity and adding, changing or removing partnerships with BPOs.
• Improve outcomes by ramping up more quickly to meet business goals.

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