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Contact Center Solutions Week in Review: Intelestream, Genesys, Vonage & More

July 01, 2017

Welcome back to the week in review, where we take a look at all the top stories making headlines in Contact Center Solutions this week.

The week started off with some news from Intelestream, which develops and consults on CRM products, providing solutions related to business processes and CRM technology. The company announced this week the new integration of cloud communications and CRM functionality by Intelestream for RingCentral and SugarCRM customers. This integration should improve the way they communicate to streamline workflows and increase business efficiency. Find out more HERE.

We also took a look at artificial intelligence in the contact center this week. TMC’s Erik Linask writes, “AI and chatbots have the potential to significantly improve the experience in many instances and for the right customers. But, as Genesys CMO Merijn te Booij noted when I spoke with him a few weeks ago, ‘If you’re looking at CX becoming an incredible differentiator, you better be sure to do it well.’” Find some more insights from Linask, te Booji and other Genesys experts HERE.

Genesys isn’t the only one looking to improve the customer experience these days. Vonage and inContact announced this week that they have deepened their partnership to create a comprehensive platform to improve the customer experience.

“We've had a long-standing relationship with inContact, partnering to help provide our customers with a quality contact center solution that meets the full spectrum of business needs,” said Omar Javaid, Chief Product Officer for Vonage. “Vonage delivers a robust unified communications solution integrated with inContact's enterprise-grade contact center for a seamless communications solution, and we are excited about our enhanced partnership.”

Everything you need to know is HERE.

Finally, the week rounded out with some good news for NICE. The company was just named a contact center workforce optimization leader by DMC Consulting LLC. In order to make this determination, DMG broke down NICE’s market share into four different categories in its new report. Paula Bernier has everything you need to know HERE.

That’s all for this week. Come back next week to read all the latest news in the contact center space.