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NICE inContact Meets Contact Center Agility and Intelligence Needs Head On with Latest Release

By: Erik Linask    10/16/2020

NICE inContact leverages AI and machine learning to deliver new actionable intelligence for better customer engagement.

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Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?

By: Juhi Fadia    10/16/2020

The availability of massive amounts of data is changing how contact centers define and implement their customer experience and engagement strategies u…

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Balto Boasts $10M Series A

By: Maurice Nagle    10/16/2020

This week, Balto, a provider of Al-powered real-time guidance for contact centers, announced the close of its Series A round of funding, with investme…

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How Different Businesses Are Affected By The Pandemic

By: Special Guest    10/14/2020

As soon as the World Health Organization (WHO) declared that the coronavirus outbreak was a pandemic, it became clear that businesses will be affected…

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H&M Using Nuance Virtual Assistants for Live Chat on Google Search & Maps

By: Stefania Viscusi    10/14/2020

Improving customer engagement capabilities has been a critical focus for businesses, especially during COVID-19, with spikes in calls to contact cente…

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How Technology can Dramatically Improve Customer Services in the Banking Industry

By: Special Guest    10/9/2020

Customer experience is a key to success and competitive differentiator not only for banking but across all industries. In this digital era of life, op…

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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption

By: Juhi Fadia    10/8/2020

Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model…

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Call Center Operations Complicated by Robocalls

By: Tracey E. Schelmetic    10/7/2020

Ever wonder why the volume of automated outbound calls (a/k/a "robocalls") has escalated so fiercely in recent years? One reason is that the technolog…

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Cresta Announces Amazon Connect Integration

By: Maurice Nagle    10/6/2020

Cresta announced the Cresta AI platform integration with Amazon Connect. Amazon Connect users can now access personalized real time coaching via the A…

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How a Software Company has Streamlined National Police Checks in Australia

By: Special Guest    10/6/2020

Every great company is built on the back of great employees. Employers know that and that is why they're keen on hiring the best talents. These are em…

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