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CEHE Selects Empirix to Evaluate Cloud Contact Center Five9
The Center for Excellence in Higher Education (CEHE) uses Empirix solutions to help analyze the performance of Five9's cloud contact center.
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Nuance Debuts 'Digital Front Door' for Patient Engagement in Healthcare
What is a "patient engagement virtual assistant platform"? It's a way to use artificial intelligence (AI) to take an increasingly complex patient jour…
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Conversational AI Becoming an Integral Part of Messaging Platforms
Messaging platforms are becoming the de facto form of communication for many individuals and organizations. As they evolve this year, we can expect to…
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Hospital Turns to AI for Call Center Management
Due to the overwhelming demand in the healthcare industry, hospitals are using artificial intelligence and automation to help manage the massive influ…
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Remote Agents Drive Permanent Improvements to Workforce Management
Contact center leaders talk about how cloud computing helped them transition very rapidly to work from home models.
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How the COVID-19 Pandemic Is Changing Marketing
Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic cr…
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Tailored Customer Experiences to Reshape Consumer Landscape
The customer experience has new challenges due to the pandemic, and technology is is stepping in to deliver a more personalized experience to bring of…
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Bigtincan to Acquire ClearSlide for Leadership in Sales Enablement
The acquisition deal combines two string players in the sales enablement space bringing together a more complete solution for sellers to engage buyers…
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Call Center Outsourcing "Marketplace" ArenaCX Becomes Zendesk Partner App
Once upon a time, companies needing more call center agents engaged outsourced teleservices providers (sometimes called business process outsourcers, …
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2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation
TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.
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