• Verint Announces AI-powered Virtual Assistant
    Verint released new customer self-service capabilities that include AI-powered enterprise chatbots and intelligent virtual assistants - riding projections of virtual assistants to play a major role in customer service in the coming years.
  • 8x8 X Series Provides Integrated Customer, Collaboration Experiences
    8x8's new X Series solution enables organizations to break down the departmental and communication medium barriers that prevent them from delivering a unified customer experience throughout their enterprises.
  • VoiceBase AU Addresses Australian Data Protection Acts
    This week, VoiceBase unveiled VoiceBase AU. Coming Q2 of this year, the new service will offer an instance of the VoiceBase speech API platform online to deliver Australian organizations complete control over call data.
  • Vonage Unveils Initial 'Building Blocks'
    This week, Vonage announced the arrival of real-time sentiment analysis and skills-based communications routing technologies to its repertoire. A product of the Nexmo Partner Program leveraging Vonage's API platform, this is only the beginning in a new approach Vonage i…
  • Contact Center Solutions Week in Review: Aspect, NICE, Ozonetel & More
    Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in a big way. Our omnichannel, always-on, always plugged in world demands much from customer service, and those on the for…
  • Aspect Introduces AI Assistant Suite
    This week, at the annual HIMSS (Healthcare Information and Management Systems Society) conference, Aspect Software unveiled the Aspect AI Assistant Suite, putting Natural Language Understanding (NLU) chatbots and voicebots to work providing omni-channel self-service and…
  • Ozonetel Unveils AI-driven Contact Center Solutions
    Yesterday, Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and showcased the product roadmap. The first three AI driven applications include: Speech API, Smart Assistant Tools and Kooko…
  • Robotic Process Automation Makes Compliance 'NICE'
    Today, NICE unveiled enhancements to its robotic process automation platform that promise to provide operational compliance with GDPR.
  • Contact Center Solutions Week in Review: Aspect, CallMiner, Kaplan Group & More
    Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in a big way. Our omnichannel, always-on, always plugged in world demands much from customer service, and those on the for…
  • What Call Center Agents Can Learn about Getting to Yes
    Selling something that doesn't fit a customer's needs or desires is a quick route to bad word of mouth. In the past, it took a while for bad word of mouth to catch up to a company. But now, companies can be ruined by bad online reviews in the blink of a tweet.
  • Aspect, CallMiner Come Together to Provide Compliance
    This week, two titans of the contact center space announced a new partnership in the name of MiFID II compliance. Aspect Software and CallMiner unveiled a joint solution to aid in identifying, measuring and mitigating risk in an omnichannel environment for financial ins…
  • Top Tips for Effortless Call Center Operations-Best Practices For 2018
    Implementing best practices for effortless call center operations is vital in 2018 and beyond. Advancement in technology and rise in competition is another factor or complication faced by call centers.
  • Aspect Deploys Afiniti for Contact Center Routing
    If it feels like a customer service agent truly understands you, technology might be responsible to thank for the match up. This is the case for Aspect Software, now deploying Afiniti's Enterprise Behavioral Pairing and Aspect Unified Unified IP 7.3 Service Pack 5. Thro…
  • Twilio Reportedly Readying Contact Center API Bundle
    Rumor has it that Twilio is planning to unveil an API bundle that makes it easier for developers to create contact center solutions. TechCrunch has reported this news, saying that Twilio will announce the new offering - called Flex - next month.
  • Genesys Brings PureCloud to New Markets
    Genesys is expanding the PureCloud solution it first introduced back in 2016. It's extending this cloud-based internet telephony offering in various global markets. Plus it is now providing customers with the ability to choose their own carriers.
  • Upstream Appoints a New SVP, Worldwide Sales
    Andy McDonald has been appointed Senior Vice President of Worldwide Sales at Upstream Works. The announcement was made Wednesday, February 14 by the Omnichannel Contact Center solutions provider.
  • How Well is Your Omnichannel System Performing?
    Businesses are doing what needs to be done to improve customer experience. This includes offering an omnichannel experience as opposed to the old-fashioned direct-call method.
  • Focusing on the Value of Chatbots at ITEXPO
    Chatbots are rapidly expanding across the business communications landscape, as consumer demand grows for fast and efficient customer service interactions. According to Hubspot, 55 percent of consumers are now interested in interacting with business messaging apps when …
  • Organizations Find the Visually Impaired Can Be a Valuable Call Center Resource
    Businesses and organizations looking to outsource call center and email support are finding expert help in an often overlooked place - right here in the U.S. among the nation's individuals who are blind or visually impaired.
  • Contact Center Solutions Week in Review: Margot, LumenVox, and More
    Contact Center Solutions was all about making life easier through artificial intelligence (AI) and it went all the way to wine selection. If you did not get a chance to catch up on any of it, this is the perfect time for the Contact Center Solutions Week in Review.
  • DDV a Certified LumenVox Partner
    LumenVox and Digital DataVoice (DDV) announced DDV is now a LumenVox Skills Certified Partner.
  • Passage.AI Joins NICE inContact DEVone
    Passage.AI has joined the NICE inContact DEVone program. The Passage.AI application is integrated with NICE inContact Cxone. This new DEVone member provides a conversational bot-building application. It's based on patent-pending natural language understanding and proces…
  • Margot Makes Wine Selection Easy
    Picking the perfect wine is not always easy. With all the innovation taking place in areas like artificial intelligence (AI), automation and more, putting it to work to optimize your dining experience isn't such a bad idea. In fact, one of the U.K.'s fastest growing ret…
  • Contact Center Solutions Week in Review: Aspect, BBX, and More
    Contact Center Solutions saw everything from artificial intelligence to a new cloud contact center solution. There was also the offering of tips on how to minimize consumer turnover, in an industry where customer and agent satisfaction keeps the wheels on the bus moving…
  • BBX Introduces Cloud Contact Center Solution
    BBX Technologies has come out with a cloud-based contact center solution called Vuesion Sky. This adds to the company's portfolio, which already features a premises-based offering called Vuesion.
  • Salesforce, Sabio, eGain Join Avaya AI Effort
    Avaya has welcomed three new members to its A.I. Connect initiative. The newcomers are eGain, Sabio, and Salesforce. The companies will contribute their artificial intelligence solutions to the Avaya ecosystem. A.I.
  • Minimize Customer Churn: Take Personalization to the Next-Level
    Consumer appetite for intelligent home technologies is likely to continue its rapid growth, making gifts such as Wi-Fi enabled thermostats the most sought-after items to give and receive well after the holiday season is over.
  • Aspect Key Ingredient to Cable Industry Customer Service Success
    Reaping the rewards of a cable industry contact center revolution is Aspect Software, as it boasts recent number of cloud workforce optimization customer wins in the space to the tune of nearly 100,000 seats. This presence puts Aspect in the lead spot for North American…
  • Contact Center Solutions Week in Review: Aspect, Avtex, and More
    Enhancing the customer experience is the theme for Contact Center Solutions this week. It started with a North American certification and finished strong with the unveiling of a new product from 3CLogic. This seems like the appropriate time for the Contact Center Soluti…
  • 3C Connect Takes Legacy to the Cloud
    3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to directly addresses businesses desire to mesh legacy services with cloud-based CRM platforms.
  • Salesforce CXone Agent Announced
    This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the addition, users can take advantage of a robust contact center experience, with WFO, customer history, controls and more …
  • Avtex Buys QoS Telesys from Genesys
    Customer service solution provider Genesys has sold its QoS Telesys contact center consulting business to Avtex. The value of the deal, which was announced earlier this month, was not disclosed.
  • Aspect Via Awarded PCI Level 1 Certification in North America
    Aspect Software is taking steps to ensure the contact centers leveraging its solutions don't fall victim, and are able to support this heavily regulated realm. Aspect recently announced Aspect Via earned PCI Level 1 certification in North America, with plans to complete…
  • Gig Economy Work Calls for New WFO/WFM Solutions
    The proliferation of the smartphone and the app, the rise of the cloud, and the arrival of the digital disruptor have led companies of all stripes to launch digital transformation efforts.
  • Jacada Seeks to Change Face of Contact Centers
    Jacada announced it garnered an investment of $4.5 million from investors such as Israel Growth Partners (IGP), a Private Equity investment firm as well as other current shareholders. The company's primary focus is on creating solutions to automate customer service comm…
  • Contact Center Solutions Week in Review: ITEXPO, Upstream, and More
    Between the ITEXPO in Fort Lauderdale, Florida held this week and omnichannel experiences, Contact Center Solutions was brimming with exciting news and announcements.
  • GDPR Compliance Coming Soon
    This week, NICE announced a solution developed specifically for GDPR (GDPR Compliance Center), enabling user-friendly implementation and promises the appropriate processes in place to deal with private data in a compliant way.
  • Reinventing the Customer Service Model Using Bots and Brains
    Digital disruption is revolutionizing industries across the globe, and customer service is no exception. According to Gartner, "By 2020, 85 percent of all customer service interactions will no longer require the support of a human intermediary."
  • PodOne Revolutionizing 2018
    PodOne is on its way to making 2018 a revolutionary year, starting by launching Qubicle ICO this week. Additionally, the company announced former Alpine Access COO, Rob Duncan will be joining the PodOne team.
  • Biz Technology Solutions, Enghouse Interactive Align
    Biz Technology Solutions and Enghouse Interactive have joined forces to deliver more complete solutions to small and medium business customers and enterprises.
  • New Partnership Puts AI to Work in Contact Center Solutions
    This week, Hinduja Global Solutions and Inbenta announced a new partnership where the pairing will augment the HSG CX portfolio via seamless integration of its Bots and Brains approach to provide intelligent two-way interactions so customers can find satisfaction, and f…
  • Next-Generation Customer Service Solutions
    From customers interested in taking a more active role when doing business to sophisticated tools like big data analytics, allowing for the creation of more in-depth customer profiles, the latest customer service trends are something few businesses can afford to discoun…
  • Aspect Takes Aim at Channel
    Today, Aspect Software, known for its future-forward suite of customer engagement solutions and then some, launched the Aspect Via Reseller Program. In the same breathe, the contact center solution company named David Herzog as SVP of Worldwide Partners to lead channel …
  • Investment Bank Turns to NICE COMPASS
    A global investment bank has tapped NICE to provide its COMPASS Communication Compliance Assurance solution. That is expected to help the organization automate and streamline its financial communication compliance. And that should lower its compliance-related costs and …
  • 3CLogic, MapAnything Integration Enhances Agent Efficiency
    ServiceNow ecosystem partners 3CLogic and MapAnything have integrated their respective offerings to allow for greater call center agent productivity. MapAnything provides maps, IoT workflow, and scheduling applications.
  • Lazada Leans on Aspect Software for Customer Engagement
    Alibaba-owned Lazada selected Aspect Software as its trusted partner, with the upcoming deployment of the Aspect Unified IP 7.3 and Aspect Quality Management solutions to boost sales and telemarketing efforts in Thailand, Philippines, Indonesia, Vietnam, Singapore and M…
  • Why Apple, Aspect Are Keen on India
    India has undergone a hugely important digital transformation. And Apple and Aspect Software are among the companies who are there to help move it forward and benefit from it.
  • NICE inContact CXexchange Builds Membership with Brand Embassy Addition
    This week, NICE inContact announced the newest member of the CXexchange, Brand Embassy Ltd., with the new addition NICE inContact customers can take full advantage of Brand Embassy's omni-channel Digital Customer Care offering.
  • Virtual Assistants Could Generate $7.7B by 2025
    Virtual digital assistants are poised to see rapid adoption in the enterprise, according to Tractica. A new report from the company indicates more than 1 billion unique active users will employ VDAs annually by 2025.
  • Self-service Clear Customer Preference
    Despite the desire for direct and personal interaction, cell phones seem to be exempt from the notion. No longer are we rushing to answer phone calls but choose to opt for various messaging platforms to stay connected. Plain and simple, texting is how millennials have r…