Latest News


Brands May Like Bots, But Consumers Still Crave Human Contact

By: Cynthia S. Artin    11/14/2018

Today, Voxpro - powered by TELUS International, a Customer Experience consulting and innovation company, part of Canada-based TELUS International, a g…

Read More

AI, Automation, Chatbots & Personalization

By: Paula Bernier    11/13/2018

Chatbots and personalization can help businesses deliver content and solution when customers need it. And personalization can enable them to rise abou…

Read More

AI Company Earns Avaya Compliance

By: Maurice Nagle    11/12/2018

SmartAction announced that its solutions are now compliant with a number of Avaya's contact center solutions. The provider of AI-powered virtual agent…

Read More

Monet Goes 'Zen' with WFM Integration

By: Maurice Nagle    11/12/2018

Monet Software announced a new release, an integrated solution with Zendesk. The integrated offering introduces the Zendesk portfolio, and an elevated…

Read More

Using Technology to Help Contact Center Agents Stay Motivated

By: Special Guest    11/9/2018

In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we're surrounded by phones, computers, p…

Read More

Pyze Updates Analytics & Engagement Platform

By: Paula Bernier    11/8/2018

Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.

Read More

Shedding New Light on Customer Experience

By: Cynthia S. Artin    11/6/2018

In the "old world" of customer service, live agents reached by toll-free numbers could only handle one conversation at a time. And while self-service …

Read More

AI, Automation & WFM in the Contact Center

By: Paula Bernier    11/5/2018

How AI, automation, WFM deliver in the contact center.

Read More

Balancing AI and Human Needs on Customer Service Teams

By: Special Guest    11/5/2018

When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …

Read More

Telarus Extends Aspect Market Reach

By: Maurice Nagle    11/1/2018

Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of co…

Read More