Intelligent CIO Europe Issue 32 | Page 20

NEWS IPsoft’s Amelia now available on Genesys AppFoundry IPsoft, one of the largest independent leaders in enterprise Artificial Intelligence (AI), has announced that Amelia, its industry-leading digital customer service agent, is now available on Genesys AppFoundry from Genesys, a global leader in cloud customer experience and contact centre solutions. Vantage Data Centers acquires UK-based Next Generation Data (NGD) Amelia, with her superior conversational AI capabilities, can handle customers’ most common requests by herself, without human support, empowering organisations to offer their customers immediate and scalable 24/7 support for faster problem resolutions. The integration of Amelia is available through Genesys Cloud, one of the industry’s leading cloud contact centre platforms, with a robust feature set and open APIs, which allows for flexibility, scalability and rapid innovations. Bankia, one of the largest banks in Spain, is a customer of Genesys and IPsoft. Bankia deployed Amelia as a digital contact centre agent to scale customer service and improve the customer experience. Since Amelia went live in January 2020, she has been handling over 10,000 voice calls per month – a number that is constantly growing as the intelligent digital agent continuously learns from previous interactions. Amelia helps Bankia customers with transactional tasks like credit card management (blocking/unblocking) and online banking password resets. She also collaborates with human contact centre agents to help them with authenticating customers and conducting surveys. Vantage Data Centers, a leading global provider of hyperscale data centre campuses, has announced it has closed its acquisition of Next Generation Data (NGD) from InfraVia along with the two founders of NGD. Cardiff marks Vantage’s sixth European market following its acquisition of Etix Everywhere and entrance into Berlin, Frankfurt, Milan, Warsaw and Zurich in February 2020. “The acceleration of Digital Transformation that continues to be at the forefront of our global economy emphasises the need for reliable data centre capacity that can scale quickly to meet skyrocketing demand,” said Sureel Choksi, President and CEO, Vantage Data Centers. “Vantage is excited to enter the UK market and is committed to growing around the world in locations that are most critical to our hyperscale and cloud customers.” The acquisition provides Vantage’s customers with access to Europe’s largest data centre campus, which is in the Cardiff Capital Region of South Wales. The campus totals 180MW, including an existing 72MW facility and 108MW of expansion capacity. Joining Vantage Europe is the NGD team, including former CEO, Justin Jenkins, who will serve as chief operating officer of Vantage Europe and president of Vantage UK. • 20 INTELLIGENTCIO www.intelligentcio.com