Latest News


Why Call Centers Need WFM

By: Stefania Viscusi    5/22/2019

Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…

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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus    5/21/2019

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

By: Tracey E. Schelmetic    5/21/2019

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

By: Maurice Nagle    5/20/2019

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?

By: Arti Loftus    5/20/2019

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

By: Erik Linask    5/20/2019

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

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 …

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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…

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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…

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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…

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