Bank of Ireland has embarked on a transformative journey aimed at enhancing efficiency, transparency, and employee engagement across its branch network. Through the implementation of new systems and working practices, the bank is not only streamlining operations but also fostering a culture of collaboration and continuous improvement.

Calabrio, a globally recognized leader in Workforce Engagement Management (WEM) solutions, has announced a major expansion in India with the launch of its new cloud offering. Tailored to meet the specific needs of Indian enterprises, this in-country cloud deployment positions Calabrio as the first WEM organization to offer local businesses unparalleled reliability, flexibility, and scalability for innovative contact center operations.

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents.