Latest News


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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Remote Agents Drive Permanent Improvements to Workforce Management

By: Special Guest    1/4/2021

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

By: Tracey E. Schelmetic    12/30/2020

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

By: Luke Bellos    12/30/2020

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

By: Tracey E. Schelmetic    12/30/2020

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

By: Tracey E. Schelmetic    12/23/2020

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

By: Luke Bellos    12/22/2020

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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Quick-Service Restaurants Shifting to Digital and Mobile Models

By: Laura Stotler    12/22/2020

Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus p…

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