Page 43 - SAMENA Trends - Oct-Nov 2023

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inhale, exhale and bring themselves back to center before their next be available in the first half of 2024 – to your team here.
customer interaction. Thrive Global’s partnership with Universal Availability
Music Group to license Universal music for Thrive Reset makes The new Webex Contact Center capabilities are not yet generally
them even more engaging, personalized and effective. Webex and available but are in various stages of development. Suggested
Thrive Global will use insights from real-time AI technology built replies is planned to be in beta by the end of 2023, agent burnout
by Webex to offer agents an opportunity to reflect, recharge and detection APIs is planned to be in beta in February 2024. The
break the cycle of cumulative stress. Once Webex’s AI-based agent Webex Customer Experience Essentials package is planned to be
burnout analysis detects situations that lead to burnout, the agent generally available in the first half of 2024.
is automatically set up for a break and served a 60-second Thrive Cisco's Approach to Responsible AI
Reset video to help them reset and relax before their next call. As Cisco has leveraged AI with natural language, audio intelligence,
a result, the next customer in line is handled by an agent who is video intelligence and analytics for years—all designed with
recharged and better prepared to deliver great service, instead of attention to security, privacy and human rights built in from the
one coming directly from a stressful experience. start. Realizing AI’s significant promise while adhering to standards
For one financial services customer, a 60-day trial of Webex's AI- for transparency, fairness, accountability, privacy, security and
based burnout analysis coupled with timely Thrive Reset breaks reliability is part of our ongoing mission at Cisco. This is the
for agents saw strong results. This included 4x improvement in promise of Cisco’s Responsible AI Framework, which applies to our
time spent handling customer inquiries and improved customer AI offerings. The Webex Contact Center capabilities are secure and
satisfaction scores from 4.8 to 4.9 (on a 1-5 scale). Learn more will align with Cisco’s Responsible AI Framework.
about bringing Thrive Reset for Webex Contact Center – which will

Indian Space Authority Clears Eutelsat OneWeb

for Ignition

Eutelsat Group, the company created by a merger of Eutelsat and Telecommunications. IN-SPACe is the Indian government agency
OneWeb, asserted its local unit was the first in India to receive charged with authorizing and supervising space activities of
approval from the nation’s space activities regulator for a satellite companies. Its remit includes the launch of birds, infrastructure
broadband service, with a commercial launch expected as soon sharing and provision of services from satellites. Eutelsat OneWeb
as it receives the necessary spectrum. In a statement issued highlighted its LEO constellation was already in place and it had
under the Eutelsat OneWeb moniker, the company explained approval in principal to establish and operate gateways in Gujarat
subsidiary OneWeb India had been given the all clear by the Indian and Tamil Nadu. These, it noted, would “secure the provision of
National Space Promotion and Authorization Centre (IN-SPACe), vital high-speed, low-latency internet connectivity to customers
having already been granted a license from the Department of across India”. Sunil Bharti Mittal, Bharti Group chair and co-chair
of Eutelsat Group, said the move was a “critical step forward
to meet India’s ambition of providing internet connectivity for
all”, adding “Eutelsat OneWeb is ready to deploy as soon as it
receives the final spectrum authorization to launch commercial
services”. It is the latest bullish comment outlining the potential
of satellite connectivity in India, where a number of major players
including Space X’s Starlink, Amazon and Reliance Jio are tussling
for position. Eutelsat Group was established after the French
company and OneWeb completed a move to combine their
operations in September.

Chunghwa Telecom Selects Eutelsat OneWeb for Low Earth Orbit (LEO)
Satellite Services

Chunghwa Telecom, the largest integrated telecommunication suite of communication services with additional space-based
service provider in Taiwan, has signed an exclusive multi-million- connectivity. The integration of Eutelsat OneWeb services to
dollar distribution partner agreement for Low Earth Orbit (LEO) Chunghwa’s solution set will offer greater resiliency as well as
satellite services with Eutelsat OneWeb, ushering in a new era of complementing terrestrial fixed and mobile networks, submarine
satellite connectivity in Taiwan. Eutelsat OneWeb’s LEO satellite cables and microwave communication services, which they
network will enable Chunghwa Telecom to bolster their expansive provide for government and business customers. Alex Chien,

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