This week we share announcements around intelligent contact center routing, voice analytics tools, a secure access service edge (SASE) and Google Cloud integration, a personalized videoconferencing kit, and CPaaS funding.

Nice Aims to Hyper-Personalize Customer Engagement

For each interaction, Enlighten AI Routing evaluates data from Enlighten AI and other datasets to get a holistic view of the customer and determine the most influential data for that engagement, Nice said in its press release. Likewise, Enlighten AI Routing assesses agent-related data, such as recent training successes, active listening skills, and empathy, to optimize agent assignments, Nice said.

Enlighten AI, which uses machine learning to self-learn and improve datasets with each interaction, then can provide agents with real-time interaction guidance, Nice said. [Agents] can see the impact of their actions on the customer center and are given advice on how to adjust their tone, speed, and other key behaviors such as demonstrating ownership to improve it, Barry Cooper, president of the Nice Workforce and Customer Experience Division, said when introducing the product at Interactions.

TCN Launches Voice Analytics for Contact Center

TCN is initially offering Voice Analytics as a free 60-day trial.

Versa Networks, Google Cloud Team on Integration

Konftel Personalizes Meeting Experience

The Konftel Personal Video Kit, available now, is priced at $279.

IntelePeer Gets Funding Boost

Ryan Daily, No Jitter associate editor, contributed to this article.

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No Jitter Roll: AI Routing in the Contact Center, Voice Analytics | No Jitter - No Jitter