Latest News


Verint Unveils WFM Industry First

By: Maurice Nagle    5/17/2019

Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …

Read More

Appian Intelligent Contact Center Sees Twilio Addition

By: Maurice Nagle    5/16/2019

Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

Read More

Reversing the Call Center Turnover Trend

By: Laura Stotler    5/14/2019

Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…

Read More

Is Your Contact Center Ready for Millennials?

By: Erik Linask    5/13/2019

As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

Read More

Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

Read More

Overcoming WFM Implementation Hurdles

By: Maurice Nagle    5/10/2019

The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…

Read More

Call Center Agents In No Danger of Being Replaced by AI Anytime Soon

By: Laura Stotler    5/10/2019

AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …

Read More

TCN, Envision Team Up on Workforce Optimization

By: Maurice Nagle    5/8/2019

TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

Read More

Will Artificial Intelligence Replace Agents in Your Contact Center?

By: Erik Linask    5/6/2019

Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

Read More

Verint Adds to VoC Suite

By: Maurice Nagle    5/1/2019

Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…

Read More