READ: CONTACT CENTER SOLUTIONS ARTICLES

  • Contact Center Solutions Week in Review: Fonolo, NewVoiceMedia, Verint & More
    The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel 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 demandi…
    8/19/2017
  • Fonolo Call-Back Now Available to Talkdesk Users
    This week, Fonolo announced that its cloud-based call-back solutions are available to Talkdesk-powered contact centers, and are coming soon to AppConnect, Talkdesk's enterprise app store.
    8/17/2017
  • NewVoiceMedia Names New President & COO
    NewVoiceMedia named Dennis Fois President and Chief Operating Officer. With Fois joining the team, he brings with him over 25 years of experience, which he will leverage in his duties of marketing, product marketing and customer success functions.
    8/16/2017
  • Devlin Joins ZOOM International
    Communications industry veteran Bill Devlin has taken over as vice president of worldwide product management at ZOOM International. This news comes less than six months after the call center workforce optimization company named a new CEO - and announced its existing one…
    8/15/2017
  • Credit Card Company Chooses Verint Customer Engagement Solutions
    Today, a leading credit card company announced the implementation of a number of Verint contact center solutions to transform operations and arm agents with a future forward deployment.
    8/14/2017
  • Contact Center Solutions Week in Review: L.L. Bean, GE, JetBlue & More
    The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel 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 demandi…
    8/12/2017
  • JetBlue: Brand New Customer Experience Coming Soon
    Off the top of my head, if asked what industry has the worst customer service, without question number one with a bullet is the Airline industry. This much maligned vertical time after time seems to have a knack of further cementing its poor customer service. This week,…
    8/11/2017
  • GE's AI CX Spinoff Raises $5M
    GE has spun off the customer service machine learning company it bought late last year. The new entity is called SmartAssist.io. And last week the former Wise.io announced it has raised $5 million.
    8/10/2017
  • STARTEK Receives Award for Competitive Strategy Innovation and Leadership
    Frost & Sullivan announced this week that it has recognized STARTEK with the 2017 North American Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. Each year, Frost & Sullivan presents this award to the company that it feels has leveraged competi…
    8/10/2017
  • L.L. Bean Bests Amazon's Customer Service
    Prosper Insights & Analytics recently published its latest Customer Service Champions ranking. And, for the third year in a row, L.L. Bean came in at No. 1.
    8/7/2017
  • Contact Center Solutions Week in Review: NewVoiceMedia, NICE, TCN & More
    The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel 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 demandi…
    8/5/2017
  • BeachBody Gets Contact Center Boost with SingleComm Solution
    When you hear the name Shaun T, what comes to mind? For me, it's Beachbody INSANITY, and the entertaining infomercials. While time after time I've pondered calling in and ordering the life-changing workout experience, I've yet to do so, but there are many diving headfir…
    8/2/2017
  • TCN, Global Connect Win Patent Infringement Appeal
    Cloud-based contact center solution provider TCN and cloud-based communications provider Global Connect announced this week that, after five-plus long years, the court battle with NobleBiz has come to conclusion. The courts ruled in favor of TCN and Global Connect's app…
    8/2/2017
  • CXone: Cloud Powered, Contact Center Approved
    This week, NICE launched NICE inContact CXone, what the company refers to as "the world's No. 1 customer experience platform."
    8/1/2017
  • Data-Driven Insight Adds Value with Conversation Analyzer
    NewVoiceMedia announced the arrival of its Summer '17 Release, which boasts a robust integrated speech analytics solution to empower customer service and sales to find value in all interactions.
    7/31/2017
  • Contact Center Solutions Week in Review: Aspect, Nuance, CallMiner & More
    The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel 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 demandi…
    7/29/2017
  • IVR to Digital Bridges Engagement Gap with AI
    Nuance unveiled IVR to Digital, capable of taking customers seamlessly from phone calls to digital channels with enhanced assisted and self service. IVR to Digital is a component of the Nuance Omni-Channel Customer Engagement Platform as well as the newest product in a …
    7/26/2017
  • Quality Assurance Goes 'Zen'
    A new partnership between Zenylitics and CallMiner intends to make every interaction in the contact center a moment of Zen, as Zenylitics will combine the CallMiner Eureka speech analytics platform with its robust speech analytics and contact center offering to offer a …
    7/26/2017
  • Aspect Via Enterprise Earns Product of the Year Award
    TMC named Aspect's Via Enterprise a winner of the Communications Solutions Product of the Year Award. Aspect exists on the bleeding edge of contact center innovation, with Via as a shining example of how it is an engagement leader through innovation.
    7/25/2017
  • CallMiner Emphasizes Security & Compliance in Contact Center Call Recording
    Regardless of the contact center solution you select for your call center, regulatory compliance and security must be front of mind in the selection process. It does a company no good if it provides stellar customer service, if customer data isn't secure, opportunity ex…
    7/25/2017
  • Contact Center Solutions Week in Review: TelStrat, TransPerfect, Chatbots & More
    The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel 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 demandi…
    7/22/2017
  • 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.
    7/21/2017
  • 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…
    7/20/2017
  • 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.
    7/20/2017
  • 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…
    7/17/2017
  • 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…
    7/15/2017
  • 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.
    7/13/2017
  • 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.
    7/13/2017
  • 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…
    7/11/2017
  • 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…
    7/10/2017
  • 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.
    7/6/2017
  • 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…
    7/6/2017
  • Bright Pattern Partners to Improve Contact Center Solutions
    In a move to augment its contact center solutions, Bright Pattern announced a partnership with The Data Group allowing users of Bright Pattern Contact Center software real time access to The Data Group database of caller profiles.
    7/6/2017
  • New Solution Fights Contact Center Fraud
    According to research firm Aite Group, by 2020 U.S. account takeover losses enabled by contact centers will reach $775 million, a 97 percent increase since 2015.
    7/5/2017
  • Optimize Digital Customer Experiences with Upstream Works Contact Center Solution
    The latest version of Upstream Works Software contact center solution will optimize the digital customer experience by providing consistency across the engagement process to increase agent and customer loyalty.
    7/3/2017
  • Contact Center Solutions Week in Review: Intelestream, Genesys, Vonage & More
    The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.
    7/1/2017
  • DMG: NICE is Contact Center WFO Leader
    NICE is the contact center workforce optimization solution leader, according to a new report by DMG Consulting LLC.
    6/29/2017
  • Vonage 'inContact' with Customer Experience
    This week, Vonage announced a deepened partnership with cloud contact center software firm inContact to create a comprehensive platform to improve the customer experience.
    6/29/2017
  • Artificial Intelligence Marks the Genesys of Knowledge Entrepreneurs
    It really comes down to one question: How can we leverage technology to create the best imaginable customer experience. After all, along with marvelous advancements in engagement technology, the current generation of customers has also brought with it an unprecedented l…
    6/27/2017
  • Intelestream Improves CRM Functionality with Cloud Communications
    Intelestream has integrated cloud communications to improve CRM functionality and business productivity with reporting and call data so managers and analysts can observe employee performance for SugarCRM and RingCentral customers.
    6/26/2017
  • Contact Center Solutions Week in Review: Aspect, Elision Technolab, Selectra
    Artificial intelligence, omnichannel customer care, and cloud-based and on-premises contact centers all made headlines this week in Contact Center Solutions.
    6/24/2017
  • Contact Center Gets New Boost from Aspect Via 17
    Aspect Software rolls out Aspect Via 17, a system that addresses a wide range of desirable points in the contact center environment.
    6/22/2017
  • AI Won't Replace Human Contact Center Agents Anytime Soon
    Gartner has predicted that, by 2020, 85 percent of all customer interactions will no longer be managed by humans. This isn't to say that humans won't be involved. People still like the personal touch and human thinking that only real people can offer.
    6/21/2017
  • Elision Technolab Delivers Contact Center Solution to PMC Bank
    Elision Technolab delivers a turnkey contact center solution to PMC Bank to address the challenges it's faced in delivering quality customer support for its customers in India.
    6/21/2017
  • Selectra Sheds Infrastructure for ContactWorld Contact Center Solution
    Today, NewVoiceMedia announced that Selectra signed a three year deal to leverage the ContactWorld for Service Platform. ContactWorld will replace the Talkdesk infrastructure in place with the cloud contact center offering, moving toward a more robust solution powered b…
    6/20/2017
  • Contact Center Solutions Week in Review: Enghouse Interactive, MetroNaps, Oracle
    Contact Center Solutions this week tackled the topics of cloud contact centers, rest, service in the age of social support, and WebRTC.
    6/17/2017
  • Service in the Age of Social Support
    In the last decade, consumers have increasingly sought out social platforms as channels to both engage with brands and to consult with their highly-connected peers about a brand's products and services.
    6/15/2017
  • How Short Rests Can Improve Call Center Performance
    Research shows that taking a nap improves workers' alertness, productivity and receptiveness to learning, and call centers that have installed short-rest facilities have found that napping serves as a highly efficient stress reducer.
    6/14/2017
  • GENBAND, Five9 Partner to Put Power of WebRTC in Contact Centers
    Today, contact center solution provider Five9 and GENBAND announced a newly minted partnership. Now, Five9's contact center customers can put the power of GENBAND's Kandy Unified communications, WebRTC and Wrapper applications to work in the name of excellent customer s…
    6/14/2017
  • Mistakes to Avoid When Using Cloud Contact Center Technology
    Cloud technology has transformed the industry by effectively removing the need for enterprises to own, operate and manage an on-site contact center system. However, many contact centers are still not utilizing the technology to its full potential. In this article, we wi…
    6/12/2017
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