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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics
All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.
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Preventing Customer and Agent Turnover Is Your Best Workforce Management Strategy
In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…
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TechnologyOne Turns to Cloud Communications
Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…
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Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?
Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…
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Making Your Entire Organization Part of the Unified Customer Experience
In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…
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Verint Unveils WFM Industry First
Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …
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Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…
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Reversing the Call Center Turnover Trend
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…
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Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…
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Adding Accuracy to the Contact Center: Very NICE
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…
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