• 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.
  • Aspect Appoints CEO
    Today, Aspect Software unveiled its new leadership, announcing the appointment of Chris Koziol to the role of Chief Executive Officer promoting the 30-plus year industry veteran from his role of President at the cloud contact center company.
  • NewVoiceMedia Showcases Success
    NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adopting its cloud-based contact center last year.
  • CoreDial Unveils Cloud Contact Center Solution
    Today, CoreDial officially unveiled CoreNexa, a hosted contact center platform to provide to channel partners. Easily integrated into current CoreDial environments, CoreNexa extends the value of the UCaaS provider's portfolio.
  • Ooma, Talkdesk Come Together on Contact Center Solution
    Talkdesk and Ooma unveiled a partnership that will bring about the integration of the Talkdesk contact center platform with the Ooma UCaaS solution. The pairing brings forth a formidable contact center solution set to support the customer service requirements of the mod…
  • Cloud Contact Center Clear AI Match
    Cloud adoption and the fact that contact centers are a rich source of data make them ideal candidates to benefit from AI, suggests Five9 CEO Rowan Trollope.
  • Quantiphi Integrates Google Cloud's Contact Center AI
    Quantiphi Inc. has integrated Google Cloud's Contact Center AI solution with its own offering.
  • Conduit Global CCaaS Announcement Emphasizes AI
    Artificial intelligence is a hot topic of conversation in the contact center world today. Just take a look at Conduit Global's recent announcement about its CX100 Cloud Contact Center Suite.
  • How AI & NLP Are Coming Into Play in Consumer, Business Environments
    Artificial intelligence and natural language process are delivering fast results for both business and consumer users.
  • Voxai, 128 Technology Share SD-WAN with Cloud Contact Center
    SD-WAN provider 128 Technology and Voxai Solutions announced the pairing of optimized network connectivity with the Voxai Solutions vinteract cloud contact center platform.
  • AgilOne Leverages AI, ML to Enhance CDP Solution
    AgilOne recently introduced a new feature called 360 Profile for Customer Service to its customer data platform.
  • Atlantech Online Adds Atmos to PBX Portfolio
    Today, CallCabinet and Atlantech Online announced a partnership, which extends Atlantech Online's call recording capabilities with the addition of Atmos. The cloud-based call recording solution will be made available as Atlantech Online Atmos.
  • Twilio, Google Cloud Contact Center AI Feature Easy Integration
    Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI into Twilio Flex.
  • KOOKOO for Omnichannel
    Ozonetel unveiled KOOKOO Interactive Assistant, the cloud communication provider's omnichannel service widget allows for one-click, VoIP calls with a parallel chat bringing a more complete communication experience between customers and agents.
  • Unified Experience Call for More than Just Contact Center Agents
    The modern contact center is still the lead in a mission to deliver a positive customer experience, but the evolution of communications technology and the emergence of unified communications have provided agents the support of their entire organizations.
  • 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 …
  • IDC Names 5 Conversational AI Innovators
    International Data Corp. today named Artificial Solutions, CogniCor, Inbenta,, and Personetics as IDC Innovators in the conversational AI platforms market. (Inbenta is the company involved in last month's Ticketmaster data breach.)
  • 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.
  • New Vonage Nexmo Offering Enable Contact Center Customization
    Vonage has introduced new Nexmo offerings that enable developers and businesses to create customized contact centers.
  • 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…
  • AI Helps With Customer Service
    Customer service and AI are a match made in heaven.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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…
  • 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…
  • 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 …
  • 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…
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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…
  • 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.
  • 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.
  • 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.
  • 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…
  • 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.
  • 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 …
  • 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…
  • 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.
  • Reinventing the Contact Center
    Are human agents still a necessity as bots are replacing the need for a live being, saving time and resources?
  • 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 …
  • 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.
  • 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.