• 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…
  • NovelVox Unveils Credit Union Unity
    This week, NovelVox unveiled the Credit Union Unity portfolio for contact centers. The newly released suite is geared to meet the specific needs - i.e. workflows and integrations - of credit union contact centers.
  • How IVR Can Boost Profitability
    Modern IVR is full of capabilities that integrate with other business solutions and processes to make the most of customers' time on the phone - for both parties.
  • Bright Pattern, Paxyl Partner to Proliferate Omnichannel Contact Center Presence
    Bright Pattern announced a new partnership with Paxyl Solutions, enabling the new partner to offer mid-market and enterprise customers user-friendly, robust omnichanel contact center solutions.
  • HIMSS to Serve as Stage for Spok Contact Center Solution Release
    Spok Holdings is demonstrating its cloud-native enterprise communications platform that includes a fully integrated healthcare contact center with clinical alerting, alarm management as well as a multi-device application for team messaging at HIMSS this week.
  • How to Identify and Eliminate the Pain Points across the Customer Journey
    Discovering the root cause of a customer experience friction point requires a classification model that incorporates an exhaustive list of that company's products, services, support functions, probable issues and more.
  • The New Digital Workforce is Transforming the Workplace
    The implementation of digital workers like AI and automation is transforming the very nature of human work.
  • Artificial Intelligence Is Driving New Virtual Assistant Tools in Customer Support
    Artificial intelligence (AI) has been revolutionary for solutions that support networking, logistics, diagnosis, public safety and manufacturing. AI has already breached the walls of communications environments, as well, particularly for customer support. Increasingly, …
  • Assessing Contact Center Agents for Empathy Skills
    If you run a contact center, you're probably proud of your agent training program. (If you're not, hopefully you're figuring out a way to change it.) You can teach agents to speak on the phone. You can teach them to use a telephony solution, a headset, a CRM solution, w…
  • Contact Center Serving Solutions to Federal Employees Impacted by Shutdown
    The partial government shutdown is impacting many people in many ways, but Eli Lily and Company is doing what it can to make sure diabetics are receiving much needed discounts to provide health isn't affected by the stubbornness of the two major political parties in thi…
  • Zappix Announces Amazon Alexa Integration
    Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF's BIG Show this week, the new integration will be a boon for self-service.
  • Incessant Tech: Redefining the Future of Work with Digital Automation Strategies
    As businesses continue to undergo their digital transformation projects, many of them are looking to automation as part of the answer. Hear more at Future of Work Expo.
  • Wounded Warrior Project Picks Talkdesk
    Wounded Warrior Project (WWP) announced the selection of Talkdesk's enterprise contact center platform to support the WWP's warrior Resource Center in its efforts of engaging and enabling veterans.
  • Vector Capital to Acquire Aspect Software
    Workforce optimization market leader Aspect Software announced a definitive merger agreement to be purchased by Vector Capital. The deal involves $100 million in Vector equity capital being invested into Aspect, while Aspect's existing lenders continue to enable the clo…
  • More Intelligent, More Intuitive, More Adaptive: Contact Center Software for A New Year
    Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disruption in the contact center, customer engagement and customer experience industry, one CEO of a fast-growing Denver-bas…
  • Bright Pattern Partners with VION
    Bright Pattern announced a new partnership with VION Consulting. VION will be able to better serve contact centers in the Philippines, India, Malaysia and Singapore as a result.
  • Conversational AI Outfit Pypestream Raises $15M+
    Conversational enterprise AI company Pypestream has garnered more than $15 million in new funding. Insurance company W.R. Berkley led the round.
  • AVOXI Announces Successful Round of Financing
    CaaS provider AVOXI announced a $10M round of funding from Ballast Point Ventures (BPV). The influx of funds will go toward product development, marketing and sales efforts to aid the contact center solution provider in expanding its portfolio and global reach.
  • AI & NLP on Display in Dialpad Support
    Dialpad announced the arrival of Dialpad Support for call centers, an Artificial Intelligence-powered contact center solution bringing together natural language processing and AI in a user-friendly interface to drive customer satisfaction and agent performance.
  • How to Assess Contact Center Success
    Different organizations may have varying ideas of what makes for a good contact center. But, as in many areas of business, there are widely accepted best practices in the customer service arena. Here are some of them, along with a few specific suggestions on how contact…
  • Amazon, Aspect Announce WFM Integration
    Aspect Software announced Aspect workforce management is the newest integration with the Amazon Connect contact center solution. The newly added functionality provides Amazon Connect users the ability to improve forecasting, staffing, performance tracking as well as a n…
  • Gaming Manufacturer Migrates Contact Center to Cloud
    Five9 announced a gaming manufacturer decided to move away from its legacy, on-premises contact center solution and selected Five9's scalable cloud contact center solution to aid the firm in meeting compliance demands.
  • Talking CRM: A Different Take on Voice of the Customer
    Voice-activated technology doesn't just afford us fun tools for our private lives. This technology is playing an increasingly pivotal role in the professional world too.
  • The Three Keys for Customer Service Going Forward
    After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.
  • AI, Automation, Chatbots & Personalization
    Chatbots and personalization can help businesses deliver content and solution when customers need it. And personalization can enable them to rise about the noise in the marketplace.
  • AI Company Earns Avaya Compliance
    SmartAction announced that its solutions are now compliant with a number of Avaya's contact center solutions. The provider of AI-powered virtual agent solutions and Avaya Technology Partner and Avaya DevConnect member is proving much in the way of potential.
  • Pyze Updates Analytics & Engagement Platform
    Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.
  • Balancing AI and Human Needs on Customer Service Teams
    When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with an incredibly human-sounding bot, there was a collective reaction of mixed amazement and concern.
  • Telarus Extends Aspect Market Reach
    Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of consultants and customers around the globe.
  • Dynamic Recovery Solutions Deploys Speech Analytics
    CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance. The late stage collection recovery service provider specializes in post-charge off collections hopes to deliver an enha…
  • Twilio Flex Forging the Future of Contact Center Solutions
    Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well as an industry first payment model.
  • Connex Captures Extended Access to Verint Customer Engagement Suite
    Verint and Connex announced a deepened partnership allowing Connex the ability to provide a further extent of the Verint cloud and on-premises customer engagement portfolio.
  • Windstream Enterprise Introduces Omni-Channel Cloud Contact Center Solution
    Windstream Enterprise announced enhancements to its XCaaS service, which is now capable of delivering organizations the ability to connect with customers across the spectrum of voice, digital and open-media channels. The supplier of advanced network communications upgra…
  • CCaaS Delivers on Scalability and Simplicity for High-Traffic Call Centers
    CCaaS offerings allow businesses to reliably connect their end users to distributed call center locations, as well as manage the system locally through a web-based portal.
  • Talkdesk Raises $100M in B Round
    Most contact center solutions deployed today are around 20 years old. And now it's time for them to go the way of the dinosaur. That's the word from Talkdesk, which this week announced $100 million in new funding.
  • Aspect Software Unveils Via 18.1
    Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version including improved self-service capabilities, more APIs, GDPR compliance, enhanced integration and more.
  • Nest Uses UJET for Customer Service
    Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
  • Five9 Integrates with TetraVX on Enterprise Contact Center Solution
    This week, TetraVX announced a new integration with Five9, putting Five9's cloud contact center software into the nVX solution. The comprehensive offering is targeted squarely at the enterprise.
  • G3, Genesys Power TPS UC Deployment
    G3 Comms is outfitting TPS with a unified communications solution as part of a three-year, seven-figure deal.
  • Shedding New Light on Next Generation Customer Experiences
    There's a new kind of calling for contact center companies, which are continually morphing into customer experience hubs, and one company has integrated Amazon's Alexa voice assistant into their knowledge-based platform.
  • Experts Offer AI Best Practices, Forecasts
    AI is here today, and there's more to come. Here's what analysts expect in terms of adoption, and what LogMeIn suggests for best AI results.
  • What's a Contact Center Solution without WFO?
    Twilio announced the acquisition of Ytica, a long time partner and provider of customizable contact center reporting, speech analytics and workforce optimization solutions. The Ytica solution set will come as components of the Twilio Flex contact center solution.
  • Study Highlights Obstacles to Omnichannel
    This week, Calabrio announced the results of a new study. "The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience," hammered home the notion that for too many firms are not doing due deployment diligence.