• Zendesk and Ozonetel Launch Cloud Communications Partnership
    Cloud communications firm Ozonetel, has announced its partnership with Zendesk, a cloud-based customer service software organization.
  • Anniston Alabama Home to New viiz Call Center
    viiz communications announced the opening of its new call center, located in Anniston, Alabama. The employees at this center will assist viiz customers with Emergency Services, Operator Services, Directory Assistance, Message Relay Services, IP Relay Service, VoIP 911 S…
  • CenturionCARES Releases Upgraded CARES 14.0
    Call centers face many challenges from high attrition rates to scheduling issues to stress put on ill-educated agents. That is where Florida-based CenturionCARES has come in to relieve some of the burden call centers experience.
  • Survey: Most Customers Uncomfortable with Chatbots
    A recent Kantar TNS survey indicates consumers do not have a high comfort level with chatbots. But AI, automated customer service, chatbots, and connected devices are the wave of the future.
  • IVR and Speech Recognition Design Training Added to the ITEXPO Program in Florida
    TMC, Enterprise Integration Group and GM Voices announced an IVR and Speech Recognition Training course as a part of ITEXPO being held February 13-16, 2018 at the Greater Ft. Lauderdale/Broward County Convention Center in Fort Lauderdale, Florida.
  • Contact Center Solutions Week in Review: NICE inContact, SAP Hybris, and More
    Contact Center Solutions never fails to be filled with news and announcements. Aspect Software won an award while NICE inContact named Dizzion the newest DEVone member. In case you missed any of the week's news, we have got you covered right here in the Contact Center S…
  • Study Illustrates SAP Hybris Returns
    Businesses using the cloud-based SAP Hybris solution for sales and service see ROI within three years. This is according new research by Forrester Consulting. SAP Hybrid commissioned that research.
  • NICE inContact Names Dizzion Newest DEVone Member
    NICE announced the newest member of the NICE inContact DEVone development program this week, as the DaaS company Dizzion joins the CXexchange. With the addition of Dizzion, users gain access to not just virtual desktops, but other cloud solutions as well, like applicati…
  • Aspect Asia Pacific Market Leader for Sixth Year Running
    Today, Frost & Sullivan announced Aspect Software is the recipient of the 2017 Frost & Sullivan Asia pacific Outbound Systems Market Share Leadership Award for the sixth consecutive year. From workforce optimization to self-service solutions and fully-integrated consume…
  • Contact Center Solutions Week in Review: Solvvy, Pegasystems, and More
    The Contact Center Solutions Community was brimming with news this week. Solvvy raised $12 million to fix the customer service industry while Pegasystems is using AI to enhance efficiency. But, that was just the tip of the iceberg. In case you missed anything, we have y…
  • KIVA Announces New Hosted uCC for Contact Centers
    KIVA Group, an omni-channel CEM/CRM software provider to financial institutions, announced its hosted Respect unified Communication Center (uCC) offering. Available to all credit unions and banks, the new inbound service solution can be deployed as a completely new agen…
  • Pegasystems Using AI for Efficiency
    Pegasystems Inc. announced new AI and virtual assistant capabilities in Pega solutions. Resolution time is lessened, errors eliminated, customer satisfaction is increased, and agent stress is reduced.
  • Altura and Datatel to Deliver Healthcare Contact Center Optimization
    Altura Center Communications and Datatel Communications Inc. have teamed up to deliver healthcare enhanced cash flow acceleration solutions. These solutions can be enabled in a contact center or back office operation.
  • Solvvy Raises $12 Million to Fix Customer Service Industry with AI
    Solvvy announced it has raised $12 million in funding to increase its total funding to $16.5 million.
  • Reports: Customer Satisfaction is on the Decline
    ACSI: Customer satisfaction fell in 2Q for first time since 4Q 2015. Forrester: No improvement for traditional retailers. The American Customer Satisfaction Index yesterday reported that the national level of customer satisfaction fell in the second quarter of this year…
  • Amazon Connects with USAN Visual IVR
    This week, USAN announced the availability of its Visual IVR for Amazon Connect on the AWS Marketplace. The cloud contact center solution easily integrates with USAN's IVR, making self-service a more prominent and effective option for businesses and customers to interac…
  • Aspect Adds Cloud Vet to Cloud Operations Team
    This week, Aspect Software announced a new member to its management team, as Tom Davies is the new Senior Vice President of Cloud Operations. Bringing more than 20 years of global cloud solution experience to the table, Davies is ready to dig in and ensure Aspect's clou…
  • How the Cloud Can Inspire Loyalty Across Customer Interaction Channels
    Not long ago, customers that needed to speak with a company sales or service representative had two choices: physically go to their location (in the case of retail, utilities or service businesses) or call a 1-800 number.
  • Serenova Strengthens Portfolio with TelStrat Purchase
    Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits perfectly into Serenova's mission of "enabling simpler, brighter customer experiences." Now plugged into the Serenova port…
  • 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.
  • Contact Center Solutions Week in Review: Permata, Packet Fusion, and More
    The Contact Center Solutions space was busy with Permata Bank and Packet Fusion purchasing Advanced Call Processing. A lot was happening so in case you missed a moment, it is right here in your Week in Review.
  • Enhanced Calabrio ONE Comes to Market
    The most valuable commodity in the modern enterprise is data. Data-driven decision making is not a nice-ity, but a necessity in our digital age. The ability to know and not guess is invaluable. And, in the contact center companies seek optimal engagement by providing ex…
  • Packet Fusion Buys Contact Center Outfit
    Packet Fusion has purchased Advanced Call Processing. The unified communications and collaboration company says adding this contact center expertise will enable it to better differentiate itself in the marketplace.
  • Permata Puts Voice Authentication in Contact Center
    Permata Bank announced the deployment of NICE Real-Time Authentication to the Indonesian bank's customer authentication protocol, with plans to integrate into its process automation solution to elevate customer service via seamless and secure voice authentication.
  • AI Coming to a Contact Center Near You
    Recently, Augment unveiled its AI platform, which unlike other solutions available that are aimed at removing the human element the Augment platform empowers the agent to deliver exceptional customer service. Via live chat applications, the "human-in-the-loop" approach …
  • Enacomm and CallVU Merge to Deliver Digital Services to Fiscal Institutions
    Enacomm and CallVU have announced that they have merged in an attempt to deliver digital services to financial institutions.
  • Enghouse Interactive Introduces Communications Center for Microsoft Office 365
    Enghouse Interactive has come out with a customer service solution called Communications Center for Microsoft Office 365.
  • The 10 Bottom Line Results of Customer Experience Management
    Measuring and managing customer experience (CX) has become one of the most tried-and-true ways of keeping a finger on the pulse of customer sentiment, so much so that firms will spend a combined $13.2 billion by 2021 just to execute customer experience measurement progr…
  • NewVoiceMedia Garners TMT Award
    A technology, media, and telecom news outlet based in Staffordshire, England, has named NewVoiceMedia the most advanced call center solutions provider in the TMT News 2017 Technology Awards. This is the second year of existence for this awards program.
  • Contact Center Solutions Week in Review: Twilio, NICE inContact, & More
    Contact Center Solutions was chock-full of excitement this week. CXone had the Summer 2017 unveiling while Twilio Studios introduced a new app. Along with that, NICE inContact named its newest DEVone member and you can find out all about it right here in the Week in Rev…
  • NICE inContact Names Newest DEVone Member, Intradiem
    Continuing to expand its DEVone developer program and CXexchange marketplace, NICE inContact announced the newest member to both: Intradiem. Now, the Intradiem real-time Intraday Automation platform is available in the CXexchange, and works as a natural extension to CXo…
  • Twilio Studio Visualizes Customized App Creation
    Twilio has introduced a new tool that enables users to build customer service solutions without coding.
  • CXone Summer 2017 Release Ready to Impress
    Recently, NICE inContact unveiled the CXone Summer 2017 release, which comes equipped with cloud-powered workforce optimization tools, coupled with automation, analytics, omnichannel routing and artificial intelligence.
  • Contact Center Solutions Week in Review: Zipwhip, Elision & More
    Contact Center Solutions is having a booming week from Zipwhip gaining a large investment to a dynamic IVR solution by Ecosmob. We have it all covered in the Contact Center Solutions week in review so you won't miss a moment.
  • Ecosmob Announces Dynamic IVR Solution
    Ecosmob has announced a powerful new IVR solution designed for global enterprises to accommodate changing business and customer service needs.
  • Elision Technolab Unleashes Cloud Contact Center Solution
    Elision Technoloab LLP has announced a new cloud contact center offering, Dialshree. This marks the Indian firm's first foray into the cloud contact center space, as for years it made its name developing on-premises customer service offerings.
  • Zipwhip Wins $22.5 Million Investment Towards Business Text Growth
    Seattle-based startup Zipwhip has just landed $22.5 million dollars in funding for its business text messaging platform.
  • HelloSpoke Builds on Enghouse Contact Center Solution
    Today, contact center solution provider, Enghouse Interactive, announced that VoIP provider HelloSpoke is set to unveil a new cloud contact center service based on the Enghouse Interactive Contact Center: Service Provider (CCSP) platform.
  • MAXIMUS Outfits Government Agencies with Virtual Assistants
    MAXIMUS Intelligent Assistant powered by Interactions enables callers to speak normally to virtual assistants to get the information they seek.
  • NICE inContact Enhances AI with AnswerDash Addition
    NICE inContact announced AnswerDash as the newest member of the NICE inContcact DEVone Developer Program. In joining the program, AnswerDash brings with it an artificial intelligence powered self-service connector to the CXexchange marketplace.