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What Agents Have to Gain from AI

By: Paula Bernier    1/18/2018

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

By: Paula Bernier    1/17/2018

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

By: Paula Bernier    1/17/2018

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

By: Mandi Nowitz    1/17/2018

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

By: Mandi Nowitz    1/17/2018

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

By: Maurice Nagle    1/16/2018

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

By: Special Guest    1/16/2018

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

By: Mandi Nowitz    1/16/2018

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

By: Paula Bernier    1/12/2018

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

By: Paula Bernier    1/12/2018

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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