READ: CONTACT CENTER SOLUTIONS ARTICLES

  • Twilio Studio Visualizes Customized App Creation
    Twilio has introduced a new tool that enables users to build customer service solutions without coding.
    9/21/2017
  • 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.
    9/19/2017
  • 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.
    9/16/2017
  • 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.
    9/15/2017
  • 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.
    9/15/2017
  • 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.
    9/13/2017
  • 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.
    9/13/2017
  • 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.
    9/8/2017
  • 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.
    9/8/2017
  • Vidyo Visual Communiations App Available in NICE inContact's CXexchange
    Vidyo's VidyoEngage is now available on the CXexchange Marketplace, for NICE inContact users, to aid in creating the best face-to-face interactions.
    9/8/2017
  • Time to Integrate CRM and Contact Center
    In order to see true contact center success, each component at play - agents, contact center technology, management, CRM and more - must be working in concert to not just support the omnichannel demands of the modern, digital customer, but do so in a seamless and contex…
    9/6/2017
  • The Increasing Necessity of Click-to-Call for CRM Solution Efficiency
    In the highly competitive - and rapidly evolving - world of customer relationship management, the ability to shrewdly and accurately weigh the merits of new technological capabilities has become critical to a solution's success. Here's the rule of thumb that I've develo…
    9/6/2017
  • Delta Air Lines to Engage Customers Via Video Chat
    Delta Air Lines has decided to implement video chatting when it comes to taking some customer service calls.
    9/1/2017
  • Weathering the Storm With Cloud Communications
    Cloud-based communications help in the event of unexpected situations such as severe weather events.
    8/29/2017
  • Benefit Management Solutions Aims for Customer Satisfaction via NewVoiceMedia
    Benefit Management Solutions is taking charge of its customer and business interactions by enlisting NewVoiceMedia and ContactWorld for Service with the goal of having top of the line customer experiences.
    8/28/2017
  • Voxbone and CallMiner to Merge
    On August 24, it was announced that resolution seeking company, CallMiner, and Voxbone had joined forces in one of the best possible mergers, no extra equipment and very little fees necessary.
    8/28/2017
  • Contact Center Solutions Week In Review: NICE, SpiceCSM, & More
    This week, Contact Center Solutions was all about making sure that customer engagement was on the forefront while technology is consistently making strides to ensure the safety of businesses as well as clients.
    8/26/2017
  • Contact Center Solutions Week in Review: NICE, SpiceCSM, & More
    This week, Contact Center Solutions was all about making sure that customer engagement was on the forefront while technology is consistently making strides to ensure the safety of businesses as well as clients.
    8/26/2017
  • NICE InContact Name SpiceCSM Newest DEVone Member
    Recently, SpiceCSM became the newest member of inContact DEVone development program to aid in enhancing the NICE inContact CXone customer engagement platform. With SpiceCSM technology in place, customers can create a customer engagement hub as an extension of the CXone …
    8/23/2017
  • Nexidia Analytics Answers Cries for Contact Center Efficiency
    CSU Contact selected NICE's cloud-based Nexidia Analytics solution to boost contact center efficiency, and the results speak resoundingly. The Brazilian firm boasts exponential efficiency improvements - to the tune of 10 times. In leveraging Nexidia Analytics, CSU gains…
    8/22/2017
  • NICE Compliance Center Comes to Market
    Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-to-end media encryption, analytics and call recording.
    8/21/2017
  • Unstructured Content: An Untapped Fuel Source for AI and Machine Learning
    Would you choose where to go on vacation if you could only access 10 to 20 percent of the reviews and information on a travel website? If you do, you will probably have an unforgettable trip, but for reasons you might not like. Yet government organizations and businesse…
    8/21/2017
  • 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
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