READ: CONTACT CENTER SOLUTIONS ARTICLES

  • 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.
    1/16/2018
  • 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."
    1/16/2018
  • 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.
    1/16/2018
  • 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.
    1/12/2018
  • 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…
    1/11/2018
  • 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…
    1/10/2018
  • 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 …
    1/9/2018
  • 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 …
    1/9/2018
  • 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.
    1/5/2018
  • 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…
    1/4/2018
  • 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.
    1/4/2018
  • 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.
    1/3/2018
  • 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.
    1/2/2018
  • 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…
    12/29/2017
  • Bookmycab Offering Better Contact Center Ride
    Bookmycab.com is India's ultimate taxi reservation marketplace, government verified and available for download on both Apple and Android. The company announced it teamed up with VoIP solutions provider, Elisiontec's call center software subsidiary, Dialshree for company…
    12/29/2017
  • Marketers Need to Consider Contact Centers
    Calabrio study discusses rising customer expectations, the lack of necessary tools in many contact centers, and the need for customer experience efforts to span on contact center and marketing.
    12/28/2017
  • Texting Gets Its Groove Back with Enterprise SMS
    Short message service (SMS) started making waves in 1994. By the end of 2000, the average person was sending 35 texts per month. SMS was growing exponentially, but it didn't last forever.
    12/19/2017
  • NICE Unveils Uptivity and Brightstar Partnership
    NICE announced the regional launch of NICE Uptivity in India, and in the same breath a new partnership with Brightstar India - a mobile device and IT infrastructure company - to support the Uptivity launch. With the newly minted partnership and product launch, NICE will…
    12/19/2017
  • IDC Canada Highlights Innovation in AI
    Today, IDC Canada singled out a handful of Canadian firms developing AI-enabled interaction solutions, labeling Zoom.ai, Flybits, Fluent.ai, finn.ai and Element AI as IDC Innovators. To earn this moniker, a company must display cutting edge tech, new business model or u…
    12/18/2017
  • Great Wolf Resorts Deploys Interactions IVA
    Great Wolf Resorts is deploying Interactions' Intelligent Virtual Assistants (IVA) solution to assist with guest pre-arrival to create the ultimate in customer experience delivery.
    12/15/2017
  • Great Customer Service Breeds Brand Loyalty
    IDC and LogMeIn conducted a study and learned what gained brand loyalty: level of customer service.
    12/14/2017
  • MiFID II Compliance is Quite NICE
    Today, NICE unveiled the Automated Voice Trade Communication and Recording System Health Check capabilities as part of the NICE COMPASS suite. The NICE solution promises to replace time-consuming and error-prone manual process with automation to drive efficiency and com…
    12/13/2017
  • The Chatbots are Here!
    This week, eXalt Solutions unveiled its new chatbot interface for its Knowledge Work-as-a-Service platform, promising to provide a rich, contextual experience whether independently or web-form-based.
    12/13/2017
  • IMImobile Brings Omnichannel Chat to CXexchange
    IMImobile's omnichannel chat technology is now available on NICE inContact's CXexchange marketplace.
    12/11/2017
  • Contact Center Solutions Week in Review: SmartAction, Mitel, and More
    Contact Center Solutions has had a fruitful week with SmartAction added to CXexchange and Mitel promoting machine-to-person communications. In an ever-changing community, it is easy to miss breaking news which is why this is the perfect time to present the Contact Cente…
    12/9/2017
  • Aspect Calls for Open Lines of Communication
    Megan Butler, a Director at the Financial Conduct Authority (FCA), while speaking at the ICI Conference earlier this week, proclaimed that far too many financial services firms and banks across the pond are not reporting all successful cyber-attacks. Slightly scary? Jus…
    12/7/2017
  • Mitel Survey Promotes Machine-to-Person Communications
    Mitel survey: Seven in 10 believe machine-to-person communications can increase responsiveness and problem resolution.
    12/6/2017
  • Enghouse Interactive Unveils TouchPoint Agent
    Today, Enghouse Interactive announced the release of TouchPoint Agent, a contact center offering for Microsoft Office 365 and Skype for Business Online. The serverless, lightweight application comes equipped with real-time dashboards, visual reporting, skills-based rout…
    12/5/2017
  • SmartAction Added to CXexchange
    This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self-service solutions joins one of the most comprehensive markets of customer service tools.
    12/5/2017
  • Contact Center Solutions Week in Review: Malindo, Convergys, and More
    The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgrading to an omnichannel contact center solution via Aspect Software, it was quite a fruitful and informative week. Here …
    12/2/2017
  • Opportunity Calling-Tapping Into Disability Recruitment for Call Center Staffing
    Companies understand that there is no more critical point of engagement than between customers and call center representatives, yet employee turnover rates range near 30 and 45 percent in the call center environment. Employers are challenged in both attracting and retai…
    12/1/2017
  • Malindo Moves to Improve CX with Aspect Deployment
    This week, Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The Aspect Unified IP system aids in aligning customer service infrastructure and processes to offer a unified, integrated …
    12/1/2017
  • With Convergys Artificial Intelligence, Contact Centers Can Leverage Amazon Echo and Google Home
    Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform. It's designed to deliver users a human-esque virtual assistant technology that will leverage well-known AI devices, like Amazon Echo and Google Home.
    11/28/2017
  • Anantara Vacation Club Growing One Interaction at a Time
    Anantara Vacation Club announced the deployment of the Aspect Unified IP contact center platform to push forward its outbound marketing and customer engagement in Shanghai and Hong Kong. Anantara is a growing firm with a rich history of developing resort facilities acro…
    11/27/2017
  • The Importance of Omni-Channel in Customer Engagement
    Recent research from Silicon Valley's FICO illustrated that consumers in the United States expect a mix of live and automated communications with creditors. In optimizing the engagement process, lenders improve response rates and can make better use of contact center re…
    11/22/2017
  • Silverfleet Sells Competence Call Center to ARDIAN
    Silverfleet Capital has sold Competence Call Center to ARDIAN. The Belin-based CCC is a business process outsourcing providers with ambitions of expansion.
    11/22/2017
  • Aspect Announces New and Improved Aspect Via 17.1
    Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete Customer Engagement Platform is cloud powered and prepared to boost contact center performance.
    11/22/2017
  • The Secret to Small Business Saturday Success? Focus on the Customer Experience
    The small business Super Bowl is nearly upon us. Small Business Saturday comes but once a year, and any proprietor of a small enterprise worth his or her salt has no doubt already been preparing for months. Inventory has been stocked, staff schedules are in place, speci…
    11/22/2017
  • Zendesk and Ozonetel Launch Cloud Communications Partnership
    Cloud communications firm Ozonetel, has announced its partnership with Zendesk, a cloud-based customer service software organization.
    11/17/2017
  • 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…
    11/17/2017
  • 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.
    11/17/2017
  • 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.
    11/16/2017
  • 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.
    11/13/2017
  • 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…
    11/11/2017
  • The Best Way for Contact Centers to Deploy Speech Analytics
    The ability to analyze every customer call has become powerful and indispensable for many industries, and it has transformed the contact center into a valuable source of real-time business intelligence on an enterprise-wide basis.
    11/10/2017
  • 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.
    11/9/2017
  • 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…
    11/7/2017
  • 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…
    11/6/2017
  • 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…
    11/4/2017
  • 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…
    11/3/2017
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