Engage 2017 to Convene Contact Center Expertise and Customer Experience Insights

By: Special Guest    4/24/2017

Engage 2017 will convene many of the world's foremost contact center experts with whom Enghouse Interactive customers can interact with and discuss th…

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Westcon-Comstor System Improves Contact Centers

By: Steve Anderson    4/24/2017

Westcon-Comstor recently brought in a new addition to its BlueSky marketplace: the Servion ServCloud contact-center-as-a-service (CCaaS) system.

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Automated Empathy in the Contact Center of the Future

By: Laura Stotler    4/24/2017

The future contact center will make use of artificial intelligence (AI) to better route customers to the appropriate agent and analyze and react to em…

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Contact Center Solutions Week in Review: Amazon, CallTower, Communications 20/20

By: Paula Bernier    4/22/2017

Contact Center Solutions Week in Review over the past five days has talked about how artificial intelligence will raise the stakes for contact center …

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FTC to Influencers: Disclose Relationships for Endorsements

By: Paula Bernier    4/21/2017

The Federal Trade Commission this week revealed that it has sent more than 90 letters to so-called social media influencers. These communications remi…

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Influencer Marketing: Your New Value Driver

By: Steve Anderson    4/21/2017

The influencer marketing front is an increasingly valuable one for marketers; here's how to make sure you're using it to get the most value from it.

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Natural Language Processing Will Grow Into New Applications

By: Tracey E. Schelmetic    4/21/2017

While analytics of data plays a large role in the advancement of contact center solutions, natural language processing (NLP) has also pushed customer …

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AI Will Raise the Stakes for Contact Center Solutions

By: Tracey E. Schelmetic    4/20/2017

With Amazon's recent addition to the contact center solutions space - Amazon Connect is a cloud-based contact center solution based on the company's "…

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Multilingual Bots Mean Better Contact Center Success

By: Steve Anderson    4/19/2017

When considering technology available to the contact center, consider the addition of bots that can handle more than one language.

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The Virtual Call Center's Contribution to Workforce Management

By: Steve Anderson    4/18/2017

A virtual call center can be a big contributor to workforce management, if it's used properly.

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Startup Overheads for Contact Centers in 2017

By: Special Guest    4/18/2017

Opening up a contact center could be a great idea for some businesses. However, if you're considering opening up a contact center, there are a couple …

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Workforce Management in the Age of the Millennial Worker

By: Tracey E. Schelmetic    4/17/2017

It's critical to remember that Millennials watched their Baby Boomer parents work long hours (often at the expense of their families) and they're not …

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The Bottom-Line Value of Influencer Marketing

By: Steve Anderson    4/13/2017

Influencer marketing is a hot new trend in marketing, but just what value does it have? A new Linqia study reveals surprising points.

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New Studies Consider Customer Acquisition, Experience

By: Paula Bernier    4/13/2017

Customer acquisition is the top priority for brand marketers this year, according to results of a survey conducted by data asset management solution p…

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Augmented and Virtual Reality Take Their Place in Workforce Management

By: Tracey E. Schelmetic    4/12/2017

In a recent article for HC Online, Dr. John Burgin, head of digital business, Asia Pacific and Middle East, for Cognizant, outlined how the technologi…

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CTIntegrations Delivers More Solutions with CT Suite Release 3

By: Frank Griffin    4/12/2017

The availability of CT Suite Release 3 from CTIntegrations is going to provide additional contact center solutions by giving agents more functions for…

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Bright Future Ahead for Workforce Management

By: Steve Anderson    4/11/2017

Research and Markets releases new report on workforce management, reveals substantial gains likely ahead.

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Clarabridge's Contact Center Solution Delivers New Capability

By: Steve Anderson    4/11/2017

A variety of new tools comes included with the Clarabridge contact center solution, including voice transcription and greater analytics capability.

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CallTower and Five9 Deliver a Virtual Contact Center Solution

By: Frank Griffin    4/11/2017

A new partnership between CallTower and Five9 is going to empower businesses with an enterprise virtual cloud contact center solution for Microsoft an…

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Smart Communications Announces New Contact Center Solution

By: Andrew Bindelglass    4/10/2017

London-based Smart Communications has announced the imminent release of new contact center solutions.

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Monetate Intelligent Personalization Engine Improves Customer Experience

By: Frank Griffin    4/10/2017

The launch of the new Monetate Intelligent Personalization Engine will give consumer facing brands the ability to deliver individualized experiences a…

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Pepsi's Influencer Blunder Results in Backlash

By: Alicia Young    4/7/2017

Pepsi's poor decision to use Kendall Jenner as an influencer in its latest advertisement has resulted in backlash that could damage the brand's reputa…

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Transforming the Contact Center to Customer Engagement Center

By: Tracey E. Schelmetic    4/7/2017

Aspect will soon introduce Aspect Via, a new cloud-based solution that offers all the tools businesses need to take control of omnichannel customer in…

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Managing the Workforce: It's Never Easy to Say Goodbye

By: Stefania Viscusi    4/6/2017

Do you know how to fire people? There's definitely a right and wrong way to do it. Using workforce management tools may even help turn some of those t…

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Flowroute Simplifies Customer Onboarding for CSPs

By: Alicia Young    4/5/2017

Flowroute has launched a new customer onboarding platform to help CSPs simplify and speed up the process.

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Workforce Management Helps Build a Remote Call Center Workforce

By: Tracey E. Schelmetic    4/5/2017

Today's cloud-based workforce management solutions are ideal for remote workers, since they can be deployed widely and used by anyone with Internet ac…

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VoiceFoundry Improves Contact Center Operations with Freshdesk

By: Steve Anderson    4/5/2017

VoiceFoundry improves its presence in contact center operations by joining the Freshdesk Marketplace.

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Nubia Offers Exceptional Customer Experience with B2X Solution

By: Alicia Young    4/4/2017

Nubia is using B2X's SMARTCARE Technology platform to track the customer experience in real time, from the moment a consumer reports a problem with hi…

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CJaaS: The Exciting Future of Communication Network Providers

By: Special Guest    4/4/2017

Unlike the last wave of outsourcing that was largely network focused, this one - let's call it "Transformation 2.0" - is centered on Customer Journey …

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Wheelings & Dealings: Calabrio Buys Symmetrics

By: Paula Bernier    4/4/2017

Calabrio today revealed its acquisition of Symmetrics, which sells a visualized reporting tool that combines and presents call center and enterprise d…

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Cisco, Valor Improve Customer's Contact Center

By: Paula Bernier    4/3/2017

Cisco and Valor Global have recently been promoting their partnership, through which they deliver call center solutions. And the companies have come o…

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Instagram Influencer Marketing a Nine-Figure Market

By: Steve Anderson    4/3/2017

Influencer marketing on Instagram clears the $1 billion mark, and may double that number soon.

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Contact Center Solutions Week in Review: Serenova, Amazon, Genesys

By: Stefania Viscusi    4/1/2017

The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

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A Two-Stage Program to Improve Emergency Response Capabilities

By: ASC Horizons    3/31/2017

Customer service is critical for any contact center, but emergency response organizations face an especially rigorous set of demands and expectations.…

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Workforce Management Challenges and How to Solve Them

By: Tracey E. Schelmetic    3/30/2017

Spreadsheets were once the method of choice for workforce management, and creating these manually required a skilled, numbers-savvy manager who spent …

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Influencer Marketing Budgets Growing

By: Andrew Bindelglass    3/30/2017

A recent study from Marketing Dive found that budgets for influencer marketing are growing.

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Tidal Labs Rolls Up New Influencer Marketing Growth

By: Steve Anderson    3/30/2017

Tidal Labs' influencer marketing content-as-a-service (CaaS) program sees impressive growth on a year-to-year basis thanks to a variety of factors.

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Call Centers' Leg Up With Amazon Web Services

By: Steve Anderson    3/29/2017

A new development from Amazon Web Services means a lot more power for call centers, turning to cloud-based systems for extra benefit.

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Amazon, Serenova Announce New Contact Center Solutions

By: Paula Bernier    3/29/2017

Serenova this week is demonstrating a new agent interface for its CxEngage solution. And yesterday Amazon Web Services announced Amazon Connect, which…

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Caring for Your Workforce: Are You Doing Enough?

By: Stefania Viscusi    3/28/2017

How can you keeping your best employees from quitting? Workforce management tools combined with caring and respect for employees will go a long way in…

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Congress Once Again Proposes Call Center Offshoring Legislation

By: Tracey E. Schelmetic    3/28/2017

If this act became law, cloud contact center solutions could help companies that traditionally outsourced to keep contact center work in the U.S. whil…

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Genesys Adds Features to Contact Center Solution

By: Andrew Bindelglass    3/27/2017

Genesys used Enterprise Connect to unveil new product features for its contact center solutions.

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Contact Centers Should Shoot for Success in Customer Experience Game

By: Laura Stotler    3/27/2017

Contact centers can learn some valuable lessons about agent coaching and preparedness from the March Madness basketball tournament.

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#HASHOFF Promotes Organic Social Influencer Marketing

By: Michael Guta    3/24/2017

The new Amplified platform from #HASHOFF is going to be shaping influence with organic social influencer marketing through the paid media targeting of…

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Adidas Taps Influencers to Drive Women's Apparel Sales

By: Paula Bernier    3/23/2017

Sports retailer Adidas has aligned with 25 female social media influencers in an effort to double its share of the women's sports apparel market by 20…

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Linc's New Chatbot Means Better Customer Experience

By: Steve Anderson    3/23/2017

Linc's new universal chatbot for voice and digital platforms looks to improve customer service, customer experience, and hopefully, profitability.

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Avaya Honored for Exceptional Customer Service

By: Alicia Young    3/22/2017

Avaya recently received the NorthFace ScoreBoard Award from Omega Management Group for its exceptional customer service.

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Aspect Software Named "Best of the Best" Professional Service Organization

By: Frank Griffin    3/21/2017

Aspect Software was just recognized by SPI Research as a "Best of the Best" Professional Service Organization, which is given to companies for bottom …

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Customer Success: A Dash of Data and a Pinch of People

By: Amy Downs    3/21/2017

Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Mos…

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The Future is in the Clouds

By: Special Guest    3/21/2017

Call centers have since evolved to become contact centers, and today's customers expect choices in the way they choose to communicate and they expect …

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