Latest News


AI Call Center Platform Replicant Closes Series A Funding Round

By: Tracey E. Schelmetic    9/17/2020

Replicant's platform provides virtual customer service agents that can act on behalf of a company. The idea is to skip the need to put people on hold …

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With Unprecedented Challenges, Health Insurance Companies Have New Options to Transform and Save

By: Juhi Fadia    9/14/2020

while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given work@home requirement, operators…

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Infobip Helping Brands Create More 'Moments' with their Customers

By: Stefania Viscusi    9/10/2020

Communications platform provider Infobip launched "Moments." This new omnichannel customer engagement hub helps brands understand their customers bett…

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First Insight Enhances VoC Analytics Platform

By: Stefania Viscusi    9/8/2020

With First Insight, businesses can meet the needs of their customers using its Voice of Customer Analytics platform. The enterprise-grade digital prod…

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Customer Support Tips For Retailers To Address The COVID-19 Situation

By: Special Guest    9/4/2020

With the increase in the number of COVID-19 cases across the world, there has been a significant impact in the retail industry. People are hesitant to…

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New Phone Scam Has Callers Posing as COVID-19 Contact Tracers

By: Laura Stotler    8/28/2020

A new phone scam spreading throughout the U.S. has callers posing as COVID-19 contact tracers to glean personal and financial information from unsuspe…

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AWS Makes AI for Call Centers Available Through the AWS Partner Network

By: Tracey E. Schelmetic    8/28/2020

AWS CCI has solutions for self-service, live-call analytics and agent assist, and post-call analytics, making it possible for customers to quickly dep…

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DVSAnalytics Intros WFOaaS Offering for Amazon Connect

By: Stefania Viscusi    8/21/2020

Recently, DVSAnalytics introduced Encore Workforce Optimization as a Service (WFOaaS) specifically for Amazon Connect. This enterprise-class solution …

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Spokane Announces Effort to Streamline 911 Call Center Processes

By: Tracey E. Schelmetic    8/20/2020

A joint emergency call center known as the Spokane Regional Emergency Communications (SREC) center is trying to streamline the process by having the c…

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Some of the Best Ideas for an Email Marketing Campaign

By: Special Guest    8/14/2020

Emailing is one of the most effective forms of digital marketing. Many people don't realise this and fail to include it within their marketing strateg…

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