• Contact Center Analytics Market Set to Grow Substantially to 2022
    According to MarketsandMarkets' new report, the contact center analytics market is expected to grow from $709.5 million in 2017 to $1,483.6 million by 2022, at a Compound Annual Growth Rate (CAGR) of 15.9 percent.
  • TelStrat Receives Recognition from CIOReview
    Engage WFO's success is one of the main reasons why TelStrat has been recognized as one of the 20 Most Promising Contact Center Technology Solution Providers - 2017 by CIOReview. According to the announcement, TelStrat is one of an elite group of companies featured in t…
  • TransPerfect Renames Remote Interpreting Division
    TransPerfect has renamed its Remote Interpreting Division to TransPerfect Connect in an effort to express that the company does more than interpretation.
  • To the Chatbots Go the Spoils: Emerging Trends Your Business Must Address
    In mid-June, online retail giant Amazon made waves in the business world when it was announced that the company would be acquiring grocery chain Whole Foods for a staggering $13.4 billion. This deal is representative of a larger shift in global business, away from tradi…
  • Contact Center Solutions Week in Review: Genesys, Avaya, Apple & More
    The contact center serves on the front line of customer service. Equipped with an arsenal of omnichannel contact center solutions, the space is chock full of innovation pushing the capability of the contact center to deliver on the expectations of even the most demandin…
  • Avaya Innovates with New CX Cloud
    Avaya late last month took the wraps off a new cloud-based customer service solution that provides some pretty interesting and forward-looking capabilities - including direct access to contact center agents for people with EXP360-supplied virtual reality goggles.
  • Apple Moves to Grab a Slice of the Contact Center
    Apple is reportedly building a strategy to get into the contact center space. Michael F. Finneran, president of advisory firm dBrn Associates Inc., points this out in a recent article.
  • Opportunities Arise When Agents and Chatbots Work Together
    The Aspect Agent Experience hammered home the positive effect chatbots can bring to the contact center, and specifically the agent experience. While other reports note that this burgeoning arena of technology will in the not too distant future replace most contact cente…
  • Closing the CX Gap
    The CX Gap is broadly defined as that widening void where service delivery mechanisms fail to meet baseline customer needs or expectations. Anyone who has fallen into it - provider or purchaser - knows that it's an ugly place. And at present, technology is largely respo…
  • If You Build It...
    Given the explosion of channels available to consumers, you'd think that we'd see a dramatic reduction in more traditional channels over the past few years. We have not.
  • Self-Service: Help Those Who Help Themselves
    The way brands and retailers have operated their businesses has changed significantly over the years due to technology such as the internet, online shopping, and mobile devices. However, the way we handle customer questions, complaints, and queries has not changed all t…