• Noble Systems Shines at Enterprise Connect
    Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capability for Enterprise Connect attendees, the Noble Conversations Analytics Now solution was named a finalist for Enterpris…
  • Using Caller Intent to Enhance Customer Experience
    We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer data into actionable intelligence will have a decided competitive advantage. Customers understand they are sharing inform…
  • Five9 Finds Smart Messaging in WEBTEXT
    WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Facebook Messenger, SMS, MMS and more to enhance customer service delivery.
  • On Hold No More: Callback and InQueue Self-Service Options
    Waiting on hold can be one of the most frustrating experiences for customers and, even if issues are ultimately resolved, there is often a negative perception of an inefficient customer service organization and customer experience. The good news is it doesn't have to…
  • Nuance Unveils New Agent AI Contact Center Bundle
    Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insights and visibility paired with proactive recommendations.
  • 9 Ways Automation Will Improve Customer Experience
    Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key elements from their brand experiences.
  • Radisys Adds Advanced Speech Recognition to Its MediaEngine Product
    As the world becomes more automated and communications become smarter and more analytical, speech recognition becomes a critical element of communications platforms. Artificial intelligence needs it to be able to process information, route calls, automate answers and mo…
  • Eliminating Customer Frustrations with Self-Service Options
    Good self-service options not only solve customers' problems, but they also give customers a sense of accomplishment and reduce the frustration that often accompanies the need to contact customer support. That includes well-designed IVR systems that leverage current tec…