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What Agents Have to Gain from AI
IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…
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Gig Economy Work Calls for New WFO/WFM Solutions
The proliferation of the smartphone and the app, the rise of the cloud, and the arrival of the digital disruptor have led companies of all stripes to …
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Influencers Have Taken Over Online Video
Influencers have taken the online world by storm, and sponsored influencer content has drawn far more viewers than the content it aimed to promote?
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Jacada Seeks to Change Face of Contact Centers
Jacada announced it garnered an investment of $4.5 million from investors such as Israel Growth Partners (IGP), a Private Equity investment firm as we…
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Contact Center Solutions Week in Review: ITEXPO, Upstream, and More
Between the ITEXPO in Fort Lauderdale, Florida held this week and omnichannel experiences, Contact Center Solutions was brimming with exciting news an…
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GDPR Compliance Coming Soon
This week, NICE announced a solution developed specifically for GDPR (GDPR Compliance Center), enabling user-friendly implementation and promises the …
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Reinventing the Customer Service Model Using Bots and Brains
Digital disruption is revolutionizing industries across the globe, and customer service is no exception. According to Gartner, "By 2020, 85 percent of…
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PodOne Revolutionizing 2018
PodOne is on its way to making 2018 a revolutionary year, starting by launching Qubicle ICO this week. Additionally, the company announced former Alpi…
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Why Contact Centers Using Remote Agents Need WFM
Hiring remotely-located contact center agents has a lot of benefits. But organizations that do so will want to have workforce management solutions in …
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How to Shop for Contact Centers
Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions the…
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