TalkIQ Translates VoC with Predictive Insights
TalkIQ's announced the newest addition to its platform: Predictive Insights. The solution offers actionable insight and forecasting for sales, CSAT scores and churn by digging deeper into the voice of the customer.
Cognitive Technologies Make Contact Center Solutions Smarter
A recent report by Aberdeen Group entitled, "Cognitive Customer Experience: The Future Is Here" found that the implementation of cognitive technologies can play a key role in meeting elevated customer expectations with contact center solutions.
Westcon-Comstor System Improves Contact Centers
Westcon-Comstor recently brought in a new addition to its BlueSky marketplace: the Servion ServCloud contact-center-as-a-service (CCaaS) system.
Automated Empathy in the Contact Center of the Future
The future contact center will make use of artificial intelligence (AI) to better route customers to the appropriate agent and analyze and react to emotions to improve the customer experience.
Contact Center Solutions Week in Review: Amazon, CallTower, Communications 20/20
Contact Center Solutions Week in Review over the past five days has talked about how artificial intelligence will raise the stakes for contact center solutions, what multilingual bots will mean for customer service environments, and what to keep in mind in opening a con…
Natural Language Processing Will Grow Into New Applications
While analytics of data plays a large role in the advancement of contact center solutions, natural language processing (NLP) has also pushed customer support technology forward.
AI Will Raise the Stakes for Contact Center Solutions
With Amazon's recent addition to the contact center solutions space - Amazon Connect is a cloud-based contact center solution based on the company's "Alexa" AI technology - the stakes have been raised both for contact center vendors and customers of their solutions.
Multilingual Bots Mean Better Contact Center Success
When considering technology available to the contact center, consider the addition of bots that can handle more than one language.
Startup Overheads for Contact Centers in 2017
Opening up a contact center could be a great idea for some businesses. However, if you're considering opening up a contact center, there are a couple of key points that new owners should keep in mind.