Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Aspect, Nuance, CallMiner & More

July 29, 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 in the contact center is running rampant. Evolving the archaic call center to a customer engagement center, on the rise of the omni-channel and burgeoning technologies like AI, WebRTC, Chatbots, etc. One such chatbot, Aspect Via earned a Communications Solutions Product of the Year award. Complete coverage is HERE.

It’s sad, and fortunate that it takes a security breach to remind businesses about the importance of secure, compliant contact center call recording practices and solutions. CallMiner CEO, Terry Leahy explained, “The recent breach did not result in someone taking advantage of the data, but it’s still a breach, and should raise questions about how technology suppliers in our space are handling security. All the details are HERE.

The Nuance Omni-Channel Engagement Platform gained a new, innovative feature this week. IVR to Digtial reduces wait times by ensuring targeted calls reach the appropriate channel. Utilizing live chat or virtual assistance, the solution is powered by AI to improve customer service operations. Everything you need to know is HERE.

The contact center is a fast-paced environment. Some more crazy or chaotic than others, agents engage with customer after customer in the name of exceptional customer service. A new partnership this week provides the contact center an opportunity to find its Zen. Insight and analysis is HERE.

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