Latest News


AI and NLP Being Used to Improve Healthcare Customer Service

By: Laura Stotler    12/3/2021

The healthcare industry suffers in the customer care department, with a large number of callers hanging up out of frustration. AI and NLP are increasi…

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Madison, Wisconsin to Expand Alternative Community Emergency Services

By: Tracey E. Schelmetic    12/2/2021

Municipal call centers are frequently being utilized to offer mental health care in emergency situations. Some regions are putting together Mental Hea…

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Survey Finds Contact Center Agents Need Resources to Avoid Burnout

By: Luke Bellos    11/24/2021

New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.

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NICE Partners with First Orion for Branded Calling and Call Authentication

By: Tracey E. Schelmetic    11/23/2021

The scourge of unauthorized robocalls has led to an epidemic of consumers who simply don't pick up calls, fearing they'll be pitched an extended car w…

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Amica Insurance Partners with Hi Marley for SMS Support

By: Luke Bellos    11/22/2021

Rhode Island insurance agency Amica selected SMS platform provider, Hi Marley, to provide customers with texting capabilities for policy inquiries.

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Zendesk, Agillic Release Plug-and-Play CRM Solution

By: Luke Bellos    11/19/2021

Zendesk and Agillic launched a CRM application to offer complete control over targeted marketing campaigns, enabling more personalized customer servic…

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Genesys to Make Debut On Google Cloud

By: Stefania Viscusi    11/19/2021

It was only a matter of time before contact center solutions provider Genesys linked up with one of the biggest cloud providers to take its offerings …

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Dialpad and Zoho Launch Co-Developed CRM Integration

By: Luke Bellos    11/17/2021

Cloud communications company Dialpad recently announced the launch of a new CRM integration created in collaboration with CRM software developer, Zoho…

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What role does photo content play in e-commerce?

By: Contributing Writer    11/17/2021

Approximately 21.8% of the world's population buys goods online. This equals 1.66 billion people. During the Covid-19 pandemic, shoppers around the gl…

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Future Retail Introduces New Evidence for Amazon Legal Battle

By: Luke Bellos    11/17/2021

Indian-based Future Retail submitted new evidence to the Competition Commission of India (CCI) for an ongoing legal battle with e-commerce giant, Amaz…

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