Comprehensive software reviews to make better IT decisions
EmployBridge Capitalizes on Talkdesk’s AI-Driven Functionalities
EmployBridge, America’s largest specialty industrial staffing company, has selected Talkdesk Enterprise Cloud Contact Center to support its customer service operations.
EmployBridge aims to reduce human-assisted contacts by 20%, lower handle time, and improve customer experience through this move.
Specifically, EmployBridge intends to leverage Talkdesk’s latest product Talkdesk Agent Assist, which is powered by Talkdesk iQ native artificial intelligence (AI). This product provides real-time information and suggested actions derived from a knowledgebase to aid contact center agents.
Source: SoftwareReviews, Accessed July 23, 2019
AI-driven functionalities are becoming increasingly effective in contact centers, offering real-time solutions and improving customer satisfaction. The trend is that human-assisted contacts are slowly dying out.
However, contact center clients should reflect on their own case before jumping to transition to AI.
First, AI needs large quantities of data that is varied and of a reasonable quality. While Talkdesk Agent Assist is a world-leading product in AI assistance, this requires a large knowledgebase. Gaining access to such huge databases may not be presently feasible, financially or practically.
Moreover, the data AI draws upon is not value neutral. There are risks of inherent biases in the data (e.g. is the data implicitly racist?) that could potentially cause a public relations dilemma.
Clients without sufficient infrastructure to support AI assistance will require guidance to integrate AI processes, a knowledgebase supported by an appropriate data architecture, and suitable organizational governance of AI.
Want to Know More?
Q headlines a bevy of announcements at AWS re:Invent 2023 in Las Vegas that shed more light on the cloud service provider’s AI strategy and where its differentiation from other vendors lies.
This note outlines some tips and tricks that you should be aware of when embarking on the installation and configuration of a Kubernetes cluster. Such an endeavor should only be attempted if the need for an enterprise-grade container orchestration solution is required.
It’s simply not enough today to pit your traditional application security toolkit against today’s advanced threats, especially those attacks that target APIs or mobile platforms. Bolstering your CI/CD pipeline by introducing more advanced and accurate SAST, SCA, IAST, and DAST will most certainly improve your security posture, but the journey does not end there. There are attacks and use cases that need careful consideration for how you approach security. Appdome believes it has those unknown challenges addressed and can significantly improve your application security program with very little effort from your development and security team, a welcome change from solutions that required a good bit of work to introduce problem-free into your code base four years ago.
This post provides a review of Zoom’s 2023 conference, Zoomtopia 2023. Core aspects covered include what major product releases and upgrades Zoom announced at Zoomtopia 2023, and what these announcements mean for Zoom’s market positioning in 2024.
Contact center as a service (CCaaS) enterprise providers are steamrollering ahead with embedding generative AI functionality in their platforms – whether organizations are prepared for it or not. In this post, I explore a positive outlook for how generative AI can be used to enhance organizations' customer experience capabilities while generating ROI. This includes: 1. Listing the major use cases for generative AI in the contact center. 2. Discussing how we might calculate ROI from utilizing generative AI in the contact center. 3. Considering what organizations can do to prepare for CCaaS vendors’ release of generative AI functionality.
In June 2023, I decided to remove the password on my primary email account as well as the one used to log-in to all of my devices. Did I wait too long? Am I too optimistic this will work without issue? Are there kinks that still need to be worked out? I recently attended Identiverse 2023 and got a FIDO2 hardware token intending at some point in the future to go passwordless. Why wait though? I was pumped up with all the passkey and passwordless sessions I attended and was eager to try this out and share my experience.
If you’re in the market for a password manager or are interested in secrets management, Bitwarden has a powerful platform for you. This unified platform is delivered via a thoughtful and intuitive UI, which Bitwarden Password Manager users will recognize. Bitwarden ranks as top of the Leader Quadrant in SoftwareReviews under the Password Management category, and the company believes its optimized, wide-range passwordless solution set will address most organizations’ needs.
Next-generation firewalls were smarter than previous firewalls, able to deeply analyze traffic and integrate with complementary security solutions. Today our needs are more complex, however, with a 742% increase in software supply chain attacks over the past three years. Sonatype Nexus Firewall has been paying attention and claims its firewall product is smarter about these attacks.
Have you ever thought of what else you could do to take your security operations center (SOC) to the next level and focus on prevention? Look no further – external attack surface management (EASM) was a popular managed service and topic of discussion at Rivest–Shamir–Adleman (RSA) Conference 2023, named after a popular public-key cryptosystem.