Calabrio | December 19, 2023
Calabrio, a longstanding leader in Workforce Management (WFM) solutions in the Middle East, marks a significant milestone in its commitment to the region by introducing AI-Powered Interaction Analytics on a public cloud infrastructure within the region. This offering is intricately designed to cater to the specific requirements of Middle East contact centers, incorporating local language support, Arabic call transcriptions, and a dedicated public-cloud instance in the UAE.
Following the acquisition of Teleopti in 2019, Calabrio solidified its position as the leading WFM provider in the Middle East. The company has consistently prioritized the understanding and adaptation of regional needs. This dedication transcends mere language support, encompassing a holistic approach to address unique challenges and deliver a seamless, culturally sensitive experience for users.
With the unveiling of AI-Powered Interaction Analytics, Calabrio takes a bold stride to empower Middle East contact centers with advanced analytics tools driven by artificial intelligence. Notably, several Middle East customers have already embraced Calabrio’s cloud solutions from other regions. The addition of a local public cloud instance in the UAE reinforces compliance with data sovereignty and privacy regulations, offering a secure and reliable platform for regional customers.
Key features of Interaction Analytics for the Middle East include:
Arabic Transcriptions: Calabrio’s Interaction Analytics provides precise transcriptions of calls in Arabic, enabling contact centers to leverage a comprehensive set of AI-driven analytics tools for actionable insights from customer interactions.
Middle East Cloud: By establishing a public cloud instance in the UAE, Calabrio ensures that customer data is hosted locally. This addresses the demands of data sovereignty and privacy regulations in the Middle East while retaining the benefits of a true-cloud solution, such as scalability, security, and continuous AI-driven software improvements.
Advanced AI-Powered Insights: Contact center customers in the Middle East can now harness cutting-edge AI technologies to coach agents for improved performance and gain a deeper understanding of customer interactions. They can identify intricate patterns in interaction data, analyze competitors' strategies, and extract valuable AI-driven insights into customer sentiments.
Calabrio’s Interaction Analytics for the Middle East is set to be generally available immediately after Ramadan, starting April 9. This strategic timing aligns with the region's business calendar, enabling organizations to seamlessly integrate this powerful AI-driven tool into their operations.
"Calabrio takes pride in extending its leadership in the Middle East with the introduction of Interaction Analytics," said Olle Düring, SVP Calabrio International at Calabrio. "We believe that by providing local language support and a local Middle East cloud, we can empower contact centers in the region with the advanced tools they need to enhance agent performance, understand complex customer behaviors, and ultimately drive business success."
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
Big Data Management
Radiant Logic | January 11, 2024
Radiant Logic, the Identity Data Fabric company, today unveiled RadiantOne AI, its data lake powered Artificial Intelligence engine, and AIDA, its Generative AI Data Assistant. RadiantOne AI is designed to complement your existing tech stack and governance products by correlating data across multiple sources and providing contextual information to drive better decision making. The result is a radical reduction in the time and resources needed to gather the data required to effectively meet audit demands—meaning fewer security gaps and increased compliance with organizational policies.
The first capability to be unveiled on RadiantOne AI is a truly automated user access review (UAR) process, expertly guided by AIDA. Many business leaders are familiar with the tedious UAR process – it’s crucial for demonstrating compliance and improving organizational security posture. But laborious processes can often end in a “bulk approval” to save time and check an audit box instead of accurately reviewing access rights to ensure the right business outcomes. RadiantOne’s AI-driven approach will be a paradigm shift in the way people work, forever transforming and streamlining the usually time-consuming UAR process down to days and minutes instead of months.
“Historically, user access reviews are a highly manual process–a ‘necessary evil’ within security practices. This approach not only creates fatigue for the team but also introduces a considerable amount of risk,” says Dr. John Pritchard, Chief Product Officer at Radiant Logic. “While this may work in the short term to satisfy auditor requirements, the company’s assets are never truly protected. There is also still the risk that something may be overlooked, or someone within the business has retained access to something they shouldn’t. With RadiantOne AI and AIDA, existing IAM and IGA processes can be automated and simplified for overworked teams trying to comb through mountains of user access data to make the right decisions to protect their organizations.”
With RadiantOne AI, conducting a user access review becomes as easy as following AIDA’s guidance. Using the power of large language models to drive advanced data correlation, contextualization and analysis, combined with an intuitive data visualization dashboard, AIDA will reinvent the user access review ritual. Based on an organization's proprietary data, the fully guided UAR experience will allow reviewers to interact and pose questions to AIDA using natural human language, like “where does this access come from?” or “show me who else has these access rights?” AIDA will highlight any potential user access risks, offer expert insight, and suggest remediations or access modifications based on an organization’s policies. Any changes, such as low risk bulk access approvals or revoking atypical access rights, are completed via a click of a button, so there’s less training required to complete the reviews and less risk of human error during the process.
RadiantOne AI’s AIDA-guided user access review capability works to provide enterprise organizations with:
Automated workflows: Leverage vast data sets and contextual insights to make intelligent and confident decisions about access rights.
Simplified compliance: Easily detect over-privileged accounts or atypical access rights with intuitive data visualization techniques.
Greater visibility into user actions: Get beyond roles quickly to see who has access to what and how they received that access so insights and remediations are easily actionable.
Click-button remediation: Based on the insights and recommendations from AIDA, reviewers can approve or revoke access or atypical rights individually or take bulk approval/rejection actions with the click of a button.
Data into the hands of business owners: Put relevant, risk-based identity data insights into the hands of business users in the language they understand to make it a breeze to adhere to compliance policies.
“User access reviews with AIDA are just the beginning,” comments Joe Sander, Radiant Logic’s CEO. “Using RadiantOne’s AI engine, we see potential to revolutionize identity data management, governance, risk, compliance and cybersecurity processes by removing complexity as a roadblock. This frees up critical IT and security resources to focus on other business-critical tasks and expands the role of identity to truly be a business enabler.”
RadiantOne AI comes on the heels of the completion of the integration of Brainwave Identity Analytics into the RadiantOne Identity Data Platform. AIDA will initially be available as a complement to the RadiantOne Identity Analytics solution.
About Radiant Logic
Radiant Logic, the identity data experts, helps organizations turn identity data into a strategic asset that drives automated governance, enhanced security, and operational efficiency.
Our RadiantOne Identity Data Platform removes complexity as a roadblock to identity-first strategies by creating an authoritative data source for real-time, context-aware controls. We provide visibility and actionable insights to intelligently detect and remediate risk using AI/ML-powered identity analytics.
With RadiantOne, organizations are able to tap into the wealth of information across the infrastructure, combining context and analytics to deploy governance that works for the most advanced use cases.
Big Data Management
The Modern Data Company | January 23, 2024
The Modern Data Company, recognized for its expertise in developing and managing advanced data products, is delighted to announce its distinction as an honorable mention in Gartner's 'Magic Quadrant for Data Integration Tools,' powered by our leading product, DataOS.
“This accolade underscores our commitment to productizing data and revolutionizing data management technologies. Our focus extends beyond traditional data management, guiding companies on their journey to effectively utilize data, realize tangible ROI on their data investments, and harness advanced technologies such as AI, ML, and Large Language Models (LLMs). This recognition is a testament to Modern Data’s alignment with the latest industry trends and our dedication to setting new standards in data integration and utilization.” – Srujan Akula, CEO of The Modern Data Company
The inclusion in the Gartner report highlights The Modern Data Company's pivotal role in shaping the future of data integration. Our innovative approach, embodied in DataOS, enables businesses to navigate the complexities of data management, transforming data into a strategic asset. By simplifying data access and integration, we empower organizations to unlock the full potential of their data, driving insights and innovation without disruption.
"Modern Data's recognition as an Honorable Mention in the Gartner MQ for Data Integration is a testament to the transformative impact their solutions have on businesses like ours. DataOS has been pivotal in allowing us to integrate multiple data sources, enabling our teams to have access to the data needed to make data driven decisions." – Emma Spight, SVP Technology, MIND 24-7
The Modern Data Company simplifies how organizations manage, access, and interact with data using its DataOS (data operating system) that unifies data silos, at scale. It provides ontology support, graph modeling, and a virtual data tier (e.g. a customer 360 model). From a technical point of view, it closes the gap from conceptual to physical data model. Users can define conceptually what they want and its software traverses and integrates data. DataOS provides a structured, repeatable approach to data integration that enhances agility and ensures high-quality outputs. This shift from traditional pipeline management to data products allows for more efficient data operations, as each 'product' is designed with a specific purpose and standardized interfaces, ensuring consistency across different uses and applications. With DataOS, businesses can expect a transformative impact on their data strategies, marked by increased efficiency and a robust framework for handling complex data ecosystems, allowing for more and faster iterations of conceptual models.
About The Modern Data Company
The Modern Data Company, with its flagship product DataOS, revolutionizes the creation of data products. DataOS® is engineered to build and manage comprehensive data products to foster data mesh adoption, propelling organizations towards a data-driven future. DataOS directly addresses key AI/ML and LLM challenges: ensuring quality data, scaling computational resources, and integrating seamlessly into business processes. In our commitment to provide open systems, we have created an open data developer platform specification that is gaining wide industry support.