Latest news with #CCaaS
Zawya
14-05-2025
- Business
- Zawya
Aramex partners with Sprinklr to elevate customer experience
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, has announced an expanded partnership with Aramex, a global leader in logistics and transportation. Aramex and Sprinklr are partnering to revolutionise digital customer experience for Aramex customers across more than 65 countries. This collaboration marks a significant step in Aramex's commitment to delivering seamless, AI-driven customer interactions at scale, through leveraging Sprinklr's Case Management, Sprinklr Voice, and Conversational AI. Since 2022, Aramex has modernised its customer experience with Sprinklr Service by leveraging AI-driven automation and a WhatsApp integration to enhance efficiency, improve last-mile delivery and provide always-on customer support at scale. In doing so, Aramex ensures delivering world class customer experience with AI-powered contact center as a service (CCaaS) and 24/7 customer care. Francoise Russo, Chief Digital and Technology Officer at Aramex, said: 'Aramex is deeply committed to customer-centric innovation, as seen with our smart lockers, automated AI-powered robotic sorting system, autonomous delivery robots, and electric vehicles. As e-commerce reshapes customer expectations, the need for instant, personalized service across digital channels has never been greater. We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency. Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr, said: "Sprinklr is revolutionising how companies across the world connect with, support, and understand their customers through digital channels, and Aramax is one of the customers leading the way. We are excited to be part of Aramex's transformative journey and look forward to continuing our success with our outstanding teams and building on the momentum we've gained in the region and the world.' Since launching the partnership, Aramex has automated 99% of cases and saved over a million agent hours annually. This transformation reduces case resolution delays, boosts customer satisfaction, and optimises operational costs, helping to ensure a more efficient and seamless customer support experience. Copyright 2024 Al Hilal Publishing and Marketing Group Provided by SyndiGate Media Inc. (
Trade Arabia
14-05-2025
- Business
- Trade Arabia
Aramex partners with Sprinklr to elevate customer experience
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, has announced an expanded partnership with Aramex, a global leader in logistics and transportation. Aramex and Sprinklr are partnering to revolutionise digital customer experience for Aramex customers across more than 65 countries. This collaboration marks a significant step in Aramex's commitment to delivering seamless, AI-driven customer interactions at scale, through leveraging Sprinklr's Case Management, Sprinklr Voice, and Conversational AI. Since 2022, Aramex has modernised its customer experience with Sprinklr Service by leveraging AI-driven automation and a WhatsApp integration to enhance efficiency, improve last-mile delivery and provide always-on customer support at scale. In doing so, Aramex ensures delivering world class customer experience with AI-powered contact center as a service (CCaaS) and 24/7 customer care. Francoise Russo, Chief Digital and Technology Officer at Aramex, said: 'Aramex is deeply committed to customer-centric innovation, as seen with our smart lockers, automated AI-powered robotic sorting system, autonomous delivery robots, and electric vehicles. As e-commerce reshapes customer expectations, the need for instant, personalized service across digital channels has never been greater. We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency. Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr, said: "Sprinklr is revolutionising how companies across the world connect with, support, and understand their customers through digital channels, and Aramax is one of the customers leading the way. We are excited to be part of Aramex's transformative journey and look forward to continuing our success with our outstanding teams and building on the momentum we've gained in the region and the world.' Since launching the partnership, Aramex has automated 99% of cases and saved over a million agent hours annually. This transformation reduces case resolution delays, boosts customer satisfaction, and optimises operational costs, helping to ensure a more efficient and seamless customer support experience. -
Techday NZ
08-05-2025
- Business
- Techday NZ
NICE & ServiceNow partner on AI to unify customer service
NICE and ServiceNow have announced a strategic partnership to provide organisations with an automated, AI-powered solution for end-to-end customer service fulfilment across enterprise operations. The collaboration brings together NICE's AI-powered customer service automation platform and the ServiceNow AI Platform with Customer Service Management (CSM) to create an integrated framework that links front-, middle-, and back-office functions for improved service delivery and operational efficiency. This integration aims to address longstanding issues caused by operational silos in customer service. By combining real-time customer engagement automation with enterprise workflow management, organisations will be able to connect customer-facing interactions with fulfilment processes managed in back-end systems through a single unified platform. The companies claim this approach will help businesses resolve service requests more rapidly, minimise service gaps, enhance agent productivity, and transform fragmented customer journeys into cohesive experiences. Barry Cooper, President, CX Division at NICE, said, "Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE's AI-driven customer service automation and ServiceNow's robust AI platform, we're enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all." The partnership leverages both organisations' AI and automation strengths, providing what they describe as a unified customer experience framework designed to support various aspects of customer service operations. One aspect of this collaboration is the ability to unify AI-powered customer engagement. Organisations will be able to synchronise ServiceNow's customer data with NICE's engagement intelligence, enabling real-time matching of customers to optimal agents. The AI analyses sentiment, intent, service history, and service level agreements (SLAs), dynamically routing chats and cases across different teams. This approach is expected to improve customer satisfaction, drive revenue, and support efficient resolutions. Michael Ramsey, General Vice President, Product Management, CRM and Industry Workflows at ServiceNow, said, "Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE's Contact Centre-as-a-Service (CCaaS) and workforce engagement management (WEM) capabilities with the ServiceNow AI Platform, we're unifying real-time customer engagement with enterprise workflow automation." The combined solution also aims to enhance workforce productivity via AI-powered support for agents. Employees receive role-specific guidance and immediate insights into customer sentiment, behaviours, and service histories, empowering them to make informed decisions and deliver tailored outcomes. AI-based recommendations are intended to assist agents in choosing optimal actions and automating workflows in pursuit of faster and better resolutions throughout the customer journey. Quality assurance will be supported by real-time AI analysis of interactions, which can detect trends and compliance concerns. The system is designed to automatically trigger relevant workflows, turning every customer conversation into an opportunity for continuous improvement and operational excellence. Liz Miller, Vice President and Principal Analyst at Constellation Research, commented, "Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organisation's way when working to deliver a fully integrated service experience. "This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience." Involvement in the partnership has extended to system integrators, with Dave Seybold, Chief Executive Officer of TTEC Digital, stating, "We're excited to help our clients realise the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front- to back-office tools and platforms, in what we call Experience Fulfilment, we see a future where every service interaction is faster, smarter, and more connected." The target availability for the new service offering is the fourth quarter of 2025.
Yahoo
24-04-2025
- Business
- Yahoo
NICE Lowered Revenue Outlook But Bullish Analyst Sees AI Momentum And Strong Cash Flow
Rosenblatt analyst Catharine Trebnick maintained NICE Ltd (NASDAQ:NICE) with a Buy rating and lowered the price forecast from $200 to $180 Thursday. Trebnick lowered her price forecast due to reduced fiscal 2025 and 2026 revenue estimates, citing macroeconomic uncertainty, which could further delay multinational Contact Center as a Service (CCaaS) deployments. The price target reflects ~3.4 times (from ~4 times) on the analyst's revenue estimate of 7% Y/ Y in fiscal 2026. Five9 Leans Into Artificial Intelligence While It Cuts Workforce NICE stock is trading at 2.7 times EV/calendar 2026 sales, growing at 7% Y/Y and a slight premium to the CCaaS group average of 2.3 times, growing at 9% Y/Y. Trebnick's valuation is justified based on higher free cash flow assumptions (26% Y/Y versus the peer group of 19%). The analyst has decreased her fiscal 2025 revenue growth assumption to 6% below fiscal 2025 guidance (+7% growth). Trebnick's fiscal 2025 estimate has been revised to $2.91 billion (+6% growth) from $2.93 billion (+7% growth) and below the Street's $2.91 billion (+7% growth). Similarly, she has decreased her fiscal 2026 estimate to $3.12 billion (+7% growth) from $3.22 billion (+10% growth) and below the Street's $3.12 billion (+7% growth). Based on lower revenue, Trebnick's adjusted operating income moves slightly lower to $909 million (31% margin), below the current Street estimate ($919 million). For fiscal 2026, the analyst's adjusted operating income is now $1.02 billion ( 32.6% margin), slightly above the Street estimate of $1.01 billion (32.3% margin). Based on lower sales volume, Trebnick's fiscal 2025 adjusted EPS is $12.13 (down from $12.14), below the Street estimate of $12.18. Looking ahead to fiscal 2026 and lower revenue growth of 7%, the analyst's adjusted EPS moves to $13.30 (versus the Street estimate of $13.36). Trebnick noted that the company benefits from AI adoption in CCaaS and is a share donor from Avaya in the large enterprise segment. Price Action: NICE stock closed higher by 2.06% at $154.52 on Thursday. Read Next:Photo via Shutterstock Date Firm Action From To Feb 2022 Morgan Stanley Maintains Equal-Weight Feb 2022 Jefferies Maintains Buy Dec 2021 Morgan Stanley Downgrades Overweight Equal-Weight View More Analyst Ratings for NICE View the Latest Analyst Ratings Up Next: Transform your trading with Benzinga Edge's one-of-a-kind market trade ideas and tools. Click now to access unique insights that can set you ahead in today's competitive market. Get the latest stock analysis from Benzinga? NICE (NICE): Free Stock Analysis Report This article NICE Lowered Revenue Outlook But Bullish Analyst Sees AI Momentum And Strong Cash Flow originally appeared on © 2025 Benzinga does not provide investment advice. All rights reserved. Sign in to access your portfolio
Yahoo
25-02-2025
- Business
- Yahoo
GoContact Launches Post-Call AI
Broadvoice's Advanced AI-Powered Tool Improves Service Quality and Customer Satisfaction LOS ANGELES, February 25, 2025--(BUSINESS WIRE)--Broadvoice | GoContact, a leading global customer experience technology provider, announced today the release of its latest AI-powered feature, Post-Call AI, for its GoContact CCaaS platform. With AI-backed sentiment analysis, detailed summaries and data-rich transcripts, Broadvoice's newest solution delivers actionable insights into every call to streamline operations and drive higher customer satisfaction. "In today's fast-paced world, understanding what happens during every call is key to improving service quality and customer experience," said Tatiana Lopes, Vice President of Product at Broadvoice. "With strategic insights into each conversation, our Post-Call AI ensures every call adds value." Key benefits of Broadvoice's Post-Call AI include: Improved Operational Efficiency. Minimize manual workloads for QA teams, auditors and managers with tools like post-call summaries and automated QA. Enhanced Customer Experience. Proactively find and fix gaps in the customer experience by using sentiment, multi-lingual call summaries and transcriptions. Accelerated Agent Training. Assess agent performance based on call outcomes to create consistent, fair evaluations and guide training and development. Centralized Insights. Collect key information as soon as the call ends, without toggling between multiple tools or screens, to quickly spot new business and operational trends. GoContact is a breakthrough cloud-native contact center platform that combines advances in computing—the cloud, containers, microservices, AI, WFM, Advanced Analytics and more—into an agile omnichannel solution. It delivers a personalized and optimized customer experience by unifying interactions into a single solution and providing access to omnichannel data and analytics to optimize customer and agent satisfaction. With a strong focus on customer experience, Broadvoice enhances how businesses engage with customers by delivering an intuitive, omnichannel approach that ensures efficient, real-time communication. By integrating voice, video, messaging, and AI-driven support, Broadvoice helps businesses solve customer challenges proactively, fostering higher satisfaction and long-term loyalty. To learn more about the Broadvoice Post-Call and Quality Assurance offerings, visit About Broadvoice Broadvoice makes it easy for companies to connect with their customers. With our cloud-based, AI-powered CX solutions, mid-market companies worldwide get the tools they need to deliver consistently exceptional customer experiences at every digital touchpoint. With deep analytics, specialized workflows and AI to help agents, managers and customers, Broadvoice focuses on customer outcomes while building innovative technology that accelerates value faster and more simply than legacy or one-size-fits-all platforms. Learn more about Broadvoice at View source version on Contacts Media Contact Kimberly Way Director, Marketing Strategy and OperationsBroadvoice970.289.0854kimberlyw@ Sign in to access your portfolio
