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Ventana Research Reveals Cloud Contact Center Leaders

By: Maurice Nagle    5/31/2018

Today, Ventana Research revealed the results of the Inaugural Value Index for Contact Centers in the Cloud, spotlighting Aspect Software. The cloud co…

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CallMiner Unveils New and Improved Eureka Coach

By: Maurice Nagle    5/30/2018

This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages C…

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VoiceBase Venture Redefines R & D

By: Maurice Nagle    5/23/2018

VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team an…

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Listen, Learn, and Help - The Keys to Success

By: Paula Bernier    5/23/2018

This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…

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A Few Phrases for Your Call Center Script

By: Maurice Nagle    5/21/2018

Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a custome…

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Aspect Unwraps CXP 18

By: Maurice Nagle    5/21/2018

Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering…

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Aspect Awards Trends Top Honors

By: Maurice Nagle    5/18/2018

Aspect Software recently honored its partners, spotlighting Trends as 2017 Worldwide Partner of the Year Award as well as the New Logo Sales Award. Tr…

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8x8 on AI Bolstering Bender

By: Maurice Nagle    5/16/2018

This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt…

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Kronos and Microsoft Partner on Streamlining Reports and Requests

By: Ken Briodagh    5/16/2018

Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…

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Teleopti Brings AI to WFM

By: Paula Bernier    5/16/2018

Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of sh…

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