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Verint Digital-First Engagement Delivers 271% ROI

By: Tracey E. Schelmetic    9/23/2022

Through customer interviews and financial analysis, Forrester found that Verint customers realize a 271 percent ROI with a payback period of less than…

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Zendesk Announces New Solutions for Call Center Triage

By: Tracey E. Schelmetic    9/19/2022

Zendesk introduced Intelligent Triage and Smart Assist, new AI solutions designed to help contact centers triage customer support requests automatical…

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Happy Employees, Happy Customers

By: Special Guest    9/16/2022

The right contact center solution can increase employee satisfaction, also driving customer experience and satisfaction.

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Carbyne Investment Accelerates 911 Infrastructure Modernization

By: Greg Tavarez    9/15/2022

Carbyne raised $56 million in Series C funding to accelerate the digital transformation of mission-critical operations and government service centers …

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Barry Callebaut Bolsters Customer Experience with Vonage

By: Greg Tavarez    9/15/2022

Barry Callebaut selected the Vonage Contact Center for Salesforce solution to help optimize customer communications and enhance its operations.

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Sharp NEC Display and Guise AI Partner for Solution That "Sees" In-Person Customers

By: Tracey E. Schelmetic    9/12/2022

Sharp NEC Display Solutions partnered with Guise AI to launch a computer vision solution to produce sharper audience insights and improved customer ex…

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Modern Call Center Technological Trends

By: Contributing Writer    9/12/2022

Even today, more than 50% of the people complain about the inefficient and unsatisfactory response they get from call centers. The arrival of the pand…

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Use of AI to Improve Customer Experience

By: Contributing Writer    9/12/2022

Thousands of operators are hired to give instructions to the customers over the phone. More than 50% of these issues can be resolved through simple in…

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Five9 CX Marketplace Adds Aceyus Data Management Platform

By: Tracey E. Schelmetic    9/9/2022

Aceyus VUE is now available in the Five9 CX Marketplace for contact center deployment.

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Texas Certifies Ivy Chatbot Technology for Higher Education Institutions

By: Greg Tavarez    9/6/2022

Ivy earned provisional status certification under the Texas Risk and Authorization Management Program.

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