Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: TelStrat, TransPerfect, Chatbots & More

July 22, 2017

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 demanding customer. And, with the weekend upon us, there’s no better time than the present to take a look back at the week that was in contact center solutions news: Time for the Week in Review!

Innovation is steering contact center evolution. Long gone are the days of call centers, instead we are entering an era of customer engagement centers. And, chatbots are a key component of this shift. Like TMC’s Keith Batter notes, “To the chatbots go the spoils.” Find Batter’s complete insight and analysis HERE.

Language as a barrier is something that has long posed a hurdle for businesses in one way or another. Whether it’s an outsourced contact center, or simply attempting to contact new or prospective customers in a foreign country, the challenges are real. This week, TransPerfect renamed its remote interpreting division to TransPerfect Connect. TMC’s Paula Bernier brings you all the details HERE.

Also in the news this week, TelStrat received kudos from CIOReview. Highlighting the TelStrat Engage WFO solution, CIOReview recognized TelStrat as one of the 20 Most Promising Contact Center Technology Solution Providers for 2017. “We are pleased to include TelStrat in our annual ranking list of 20 Most Promising Contact Center Technology Solution Providers 2017,” said Jeevan George, Managing Editor of CIOReview. “TelStrat has a clear commitment to customer service and a proven record of creating successful, innovative solutions for contact centers of all size.” TMC’s Alicia Young has everything you need to know HERE.

Data-driven decision making is all the rage today. The ability to accurately paint a portrait of operations and make every decision best practice are strong positives pushing this trend. And, in the contact center, TMC’s Alicia Young illuminates the analytics space is set for substantial growth. Young’s full coverage is HERE.

Remember to stop by early and often for all things contact center solutions! See you next week!