READ: CONTACT CENTER SOLUTIONS ARTICLES

  • AgilOne Leverages AI, ML to Enhnace CDP Solution
    AgilOne recently introduced a new feature called 360 Profile for Customer Service to its customer data platform.
    7/11/2018
  • Important Role Of Video Chat Is To Make Your Business Reach Great Heights!
    For any business, customer satisfaction is the most important aspect that makes a business more successful. Live chat has made an importance place in industry. It helps in improving customer satisfaction levels to much higher than the traditional channels such as phone …
    7/9/2018
  • IDC Names 5 Conversational AI Innovators
    International Data Corp. today named Artificial Solutions, CogniCor, Inbenta, Kore.ai, and Personetics as IDC Innovators in the conversational AI platforms market. (Inbenta is the company involved in last month's Ticketmaster data breach.)
    7/2/2018
  • CxEngage Injected with Quality Management
    Serenova announced the integration of CXEngage Quality Management (CxQM) into CXEngage, Serenova's CCaaS solution. The robust quality management solution will provide deep insight. Enabling contact center managers the ability to oversee and elevate customer experience.
    6/27/2018
  • New Vonage Nexmo Offering Enable Contact Center Customization
    Vonage has introduced new Nexmo offerings that enable developers and businesses to create customized contact centers.
    6/27/2018
  • Vonage Says CX Cloud For All
    This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud - the cloud communications provider's unified communications platform. From workforce optimization to enhanced self-service cap…
    6/19/2018
  • AI Helps With Customer Service
    Customer service and AI are a match made in heaven.
    6/13/2018
  • Comm100 Launches AI Chatbot, Expands N.Am. Effort
    Comm100's new chatbot employs AI and natural language processing (text-based, not audio) to understand and respond to customer intents without being programmed for them.
    6/13/2018
  • Real Customers, Artificial Intelligence: Transforming the Digital Support Experience
    The rise of the digital enterprise and on-demand economy has borne a new wave of B2B customer - one that must become agile to remain competitive. And the direction provided in software support must reflect that.
    6/11/2018
  • Deskforce Brings Voice to Zoho CRM
    Deskforce and Zoho have come together to deliver a new integrated solution called the Deskforce Extension for Zoho. Available now in the Zoho Marketplace, it brings Deskforce's CloudPBX platform into the Zoho CRM platform.
    6/11/2018
  • Telzio Transcends VoIP Transition
    Telzio announced Telzio Webphone, leveraging WebRTC to enable users real time communications via an endpoint of their choosing. Because it's WebRTC-based, there is no software to install, while still providing a feature-rich contact center solution.
    6/8/2018
  • Ventana Research Reveals Cloud Contact Center Leaders
    Today, Ventana Research revealed the results of the Inaugural Value Index for Contact Centers in the Cloud, spotlighting Aspect Software. The cloud contact center solution provider earned top marks in TCO/ROI, in addition to second overall honors, ranking in the top thr…
    5/31/2018
  • CallMiner Unveils New and Improved Eureka Coach
    This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages CallMiner Eureka speech analytics to deliver objective scoring, then automates performance feedback and rapidly shares re…
    5/30/2018
  • VoiceBase Venture Redefines R & D
    VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team and speech & audio technology professor Thomas Hais it will serve to drive development in machine learning and artificial …
    5/23/2018
  • Aspect Unwraps CXP 18
    Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering developers with tools necessary to create a robust self-service customer service solution capable of supporting the dem…
    5/21/2018
  • Aspect Awards Trends Top Honors
    Aspect Software recently honored its partners, spotlighting Trends as 2017 Worldwide Partner of the Year Award as well as the New Logo Sales Award. Trends separated from the pack with a strong record of sales growth and exceptional service.
    5/18/2018
  • 8x8 on AI Bolstering Bender
    This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt. The MIQ addition brings deep learning capabilities and a team of AI aficionados an on board.
    5/16/2018
  • Bright Pattern Announces Integration with Google on Text-to-Speech
    In a recent release, Bright Pattern recently announced its integration with Google Cloud Text-to-Speech.
    5/11/2018
  • VOX Partners with Ocular on O!Connect
    O!Connect is VOX's hosted contact center solution, based on Aspect Software and delivered in partnership with Ocular Technologies.
    5/8/2018
  • How Customer Service Can Get Onboard with Digital Transformation
    For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key enabling technologies.
    5/4/2018
  • Really Simple Systems Enables 'Explicit Consent'
    Really Simple Systems announced the commencement of the second phase of a three phase plan to deliver a fully compliant solution. With each release, the CRM vendor is enhancing its integrated email marketing module, and today unveiled the ability for clients to record a…
    5/1/2018
  • Computenix Video Call Center Elevates Patient Engagement with WebRTC
    Computenix announced the arrival of the Computenix Video Call Center. The agent-assist tool allows patients to connect with healthcare professionals, support staff and more, delivering a high definition visual experience to patient care.
    4/27/2018
  • Amazon's Ring Adopts Aspect WFM Solution
    Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 customer service agents at the home security company, which tech giant Amazon acquired earlier this month.
    4/26/2018
  • Cisco Reveals Cloud Customer Service Ambitions
    Cisco combines mid-market cloud contact center offerings into single solution, aims to address all aspects of the customer journey, and pronounces plans to be the cloud leader in the customer service market.
    4/19/2018
  • TCN, CallMiner Combine in Contact Center Solution
    This week, TCN and CallMiner unveiled an integration partnership putting the power of CallMiner Eureka within TCN's cloud contact center solution, Platform 3.0. The addition introduces exceptional speech analytics to improve customer service operations as well as minimi…
    4/19/2018
  • Serenova Adds to Senior Leadership
    CCaaS and WFO provider Serenova named a couple new members to its leadership team today. David Nelson will serve as Chief Financial Officer (CFO) with Michelle Burrows taking over the post of Chief Marketing Officer.
    4/11/2018
  • Don't Put Customer Experience on the Backburner
    Instead of working to deliver great - or at least good - customer experiences, many businesses today simply outsource customer service, or focus on customer service only when things go bad and customers get mad. That's a big mistake, since companies spend big money and …
    4/9/2018
  • Aspect Software Recognizes the Real Customer Service Gems
    Aspect Software announced the GEM (Going the Extra Mile) Award geared toward rewarding exceptional customer service agents who over exceed on expectations. The inaugural winners of the GEM Award are as follows: Andy Johnston, Contact System Analyst at Arvest Bank and Ro…
    4/3/2018
  • Aspect Garners Contact Center Scheduling Patent
    Aspect Software garnered a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based digital customer communications.
    4/2/2018
  • Reinventing the Contact Center
    Are human agents still a necessity as bots are replacing the need for a live being, saving time and resources?
    3/26/2018
  • ZaiLab Putting the Cloud into Cloud Contact Center
    Security has become an even bigger issue, but not one that's unique to cloud providers, but one that impacts every provider, business, and individual user on a daily basis. Security risk has, one might say, become a technology standard, but one that cloud providers are …
    3/26/2018
  • Verint Announces AI-powered Virtual Assistant
    Verint released new customer self-service capabilities that include AI-powered enterprise chatbots and intelligent virtual assistants - riding projections of virtual assistants to play a major role in customer service in the coming years.
    3/20/2018
  • 8x8 X Series Provides Integrated Customer, Collaboration Experiences
    8x8's new X Series solution enables organizations to break down the departmental and communication medium barriers that prevent them from delivering a unified customer experience throughout their enterprises.
    3/19/2018
  • VoiceBase AU Addresses Australian Data Protection Acts
    This week, VoiceBase unveiled VoiceBase AU. Coming Q2 of this year, the new service will offer an instance of the VoiceBase speech API platform online to deliver Australian organizations complete control over call data.
    3/15/2018
  • Vonage Unveils Initial 'Building Blocks'
    This week, Vonage announced the arrival of real-time sentiment analysis and skills-based communications routing technologies to its repertoire. A product of the Nexmo Partner Program leveraging Vonage's API platform, this is only the beginning in a new approach Vonage i…
    3/14/2018
  • Contact Center Solutions Week in Review: Aspect, NICE, Ozonetel & More
    Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in a big way. Our omnichannel, always-on, always plugged in world demands much from customer service, and those on the for…
    3/10/2018
  • Aspect Introduces AI Assistant Suite
    This week, at the annual HIMSS (Healthcare Information and Management Systems Society) conference, Aspect Software unveiled the Aspect AI Assistant Suite, putting Natural Language Understanding (NLU) chatbots and voicebots to work providing omni-channel self-service and…
    3/8/2018
  • Ozonetel Unveils AI-driven Contact Center Solutions
    Yesterday, Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and showcased the product roadmap. The first three AI driven applications include: Speech API, Smart Assistant Tools and Kooko…
    3/8/2018
  • Robotic Process Automation Makes Compliance 'NICE'
    Today, NICE unveiled enhancements to its robotic process automation platform that promise to provide operational compliance with GDPR.
    3/5/2018
  • Contact Center Solutions Week in Review: Aspect, CallMiner, Kaplan Group & More
    Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in a big way. Our omnichannel, always-on, always plugged in world demands much from customer service, and those on the for…
    3/3/2018
  • What Call Center Agents Can Learn about Getting to Yes
    Selling something that doesn't fit a customer's needs or desires is a quick route to bad word of mouth. In the past, it took a while for bad word of mouth to catch up to a company. But now, companies can be ruined by bad online reviews in the blink of a tweet.
    2/28/2018
  • Aspect, CallMiner Come Together to Provide Compliance
    This week, two titans of the contact center space announced a new partnership in the name of MiFID II compliance. Aspect Software and CallMiner unveiled a joint solution to aid in identifying, measuring and mitigating risk in an omnichannel environment for financial ins…
    2/27/2018
  • Top Tips for Effortless Call Center Operations-Best Practices For 2018
    Implementing best practices for effortless call center operations is vital in 2018 and beyond. Advancement in technology and rise in competition is another factor or complication faced by call centers.
    2/26/2018
  • Aspect Deploys Afiniti for Contact Center Routing
    If it feels like a customer service agent truly understands you, technology might be responsible to thank for the match up. This is the case for Aspect Software, now deploying Afiniti's Enterprise Behavioral Pairing and Aspect Unified Unified IP 7.3 Service Pack 5. Thro…
    2/23/2018
  • Twilio Reportedly Readying Contact Center API Bundle
    Rumor has it that Twilio is planning to unveil an API bundle that makes it easier for developers to create contact center solutions. TechCrunch has reported this news, saying that Twilio will announce the new offering - called Flex - next month.
    2/21/2018
  • Genesys Brings PureCloud to New Markets
    Genesys is expanding the PureCloud solution it first introduced back in 2016. It's extending this cloud-based internet telephony offering in various global markets. Plus it is now providing customers with the ability to choose their own carriers.
    2/20/2018
  • Upstream Appoints a New SVP, Worldwide Sales
    Andy McDonald has been appointed Senior Vice President of Worldwide Sales at Upstream Works. The announcement was made Wednesday, February 14 by the Omnichannel Contact Center solutions provider.
    2/16/2018
  • How Well is Your Omnichannel System Performing?
    Businesses are doing what needs to be done to improve customer experience. This includes offering an omnichannel experience as opposed to the old-fashioned direct-call method.
    2/15/2018
  • Focusing on the Value of Chatbots at ITEXPO
    Chatbots are rapidly expanding across the business communications landscape, as consumer demand grows for fast and efficient customer service interactions. According to Hubspot, 55 percent of consumers are now interested in interacting with business messaging apps when …
    2/14/2018
  • Organizations Find the Visually Impaired Can Be a Valuable Call Center Resource
    Businesses and organizations looking to outsource call center and email support are finding expert help in an often overlooked place - right here in the U.S. among the nation's individuals who are blind or visually impaired.
    2/12/2018
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