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Zendesk Delivers SMS for Customer Service Support

By: Luke Bellos    2/1/2021

As a part of Zendesk's new suite package, users will be able to utilize advanced messaging services for a more personal customer engagement.

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Medallia Enhances Remote Workforce Management with New Offerings

By: Stefania Viscusi    1/29/2021

Medallia, a provider of engagement management and experience solutions, recently announced it was rolling out new product enhancements and other integ…

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The Context for Contact Centers has Shifted for Good: After the Pandemic, New Insights and Strategies for 2021

By: Matthew Vulpis    1/26/2021

We caught up with Rob Rutledge, Managing Director at Eventus Group, a CX strategy, technology and contact center managed services company based in Den…

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8x8, Verint Join Forces for Workforce Management

By: Maurice Nagle    1/25/2021

Verint and 8x8 announced a partnership introducing the integration of cloud workforce management and cloud contact center applications with a leading …

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CUSTOMER Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    1/22/2021

TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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Nextrove Partners with AMC Technology for DaVinci iPaaS

By: Stefania Viscusi    1/22/2021

To help deliver a better experience for its users, life sciences system integrator, Nextrove chose AMC Technology as a build partner so they could har…

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CEHE Selects Empirix to Evaluate Cloud Contact Center Five9

By: Luke Bellos    1/21/2021

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

By: Tracey E. Schelmetic    1/13/2021

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

By: Laura Stotler    1/8/2021

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

By: Luke Bellos    1/5/2021

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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