• Contact Center Solutions Week in Review: Telax, Antlion, and More
    Contact Center Solutions did not have a shortage of excitement at all. It was a week filled with news and introductions but just in case you missed any of the action, we have you covered with the Week in Review, from top to bottom.
  • Cloud-Native Contact Centers Aim to Stop Customer Turnover
    When turnover results from poor customer service, the entire customer service organization, including solution vendors, comes under fire. Of late, a prevailing resultant trend is the idea of moving from a traditional contact center to a cloud-native architecture.
  • Antlion Audio Transforms Headphones Into VoIP Headsets
    Antlion Audio announced its latest offering, ModMic Business, its first business-focused offering - it turns all headphones into high-performance VoIP headsets.
  • NurseConnect Enables Exceptional Patient Engagement
    Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty drugs. Leveraging an omnichannel approach, Avella's nurses remain in contact with patients via video, text, voice and scree…
  • Telax to Power Digitcom Canada Offering
    Digitcom Canada, a telecommunications service provider that been around for a quarter century, has come out with a new cloud-based contact center solution. It's powered by technology from Telax.
  • Israeli Bank Invests in Visual IVR
    Israel's Bank Leumi has deployed the CallVU visual IVR and agent-customer collaboration platform. It's enabling the bank to direct more activity to digital channels, increase first call resolution, shorten service call duration, streamline back office operations, and re…
  • Seamless and Personalized Customer Experience Focus of Today's Contact Center
    ISG evaluated 19 contact center services with four buyer archetypes to draw its conclusions. Importantly, ISG notes that we are living in a customer-dominated market, redirecting the way contact centers traditionally functioned.
  • Avaya Contact Center Upgraded by WEBTEXT with Facebook Messaging
    Avaya took note of behavioral changes and asked WEBTEXT to help integrate a P2P messaging service into its contact center platforms.
  • Assisting Advisors in Delivering Great Service
    Advisors need just as much assistance in knowing how to deliver great service as the staff and agents they supervise. In order to teach, advisors must practice what they preach. Here are some ways to assist advisors in delivering great service that benefit the entire te…
  • Indonesian Airport Introduces Video Contact Center
    Indonesian airport, Soekarno-Hatta, has introduced a video contact center to allow travelers to talk face-to-face with customer service agents when airport information is desired.
  • Avaya Transforms Telekom Serbia's Customer Experience
    Avaya helped transform Telekom Serbia's customer service experience dramatically by integrating a strategic four-year plan.