customer

CUSTOMER NEWS

Cloud Contact Centre v19 Announced

By: Stefania Viscusi    10/11/2019

The latest version of Aspect Software's Cloud Contact Centre offering has been announced. With the release of version 19, agents and supervisors are e…

Read More

Chilean Law to Protect Contact Center Worker Rights Goes into Effect

By: Tracey E. Schelmetic    10/4/2019

For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…

Read More

Edify Labs Wins $10 Million in Funding to Transform the Contact Center Market

By: Erik Linask    10/1/2019

Edify Labs has won $10 million in seed funding led by First Round Capital to revolutionize the contact center industry with it WebRTC, AI, and cloud-b…

Read More

Is Your IVR Costing You Customers?

By: Maurice Nagle    9/27/2019

Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…

Read More

The Future of Call Centers Relies on AI

By: Stefania Viscusi    9/26/2019

In recent years, companies have put more focus on improving the work conditions in call centers so that agents feel more at ease and enjoy their jobs.…

Read More

6 Digital Trends Disrupting the World of Finance

By: Special Guest    9/25/2019

Emerging technologies in the financial world are changing the way institutions conduct their operations and engage customers. Financial organizations …

Read More

Popular Manchester locations for your next corporate event

By: Special Guest    9/20/2019

There's no denying that corporate events can be somewhat lacklustre and your employees and/or guests can often be left feeling like they were better o…

Read More

The Real Return on Investing in Intelligent CX

By: Juhi Fadia    9/18/2019

With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as "contact…

Read More

Nuance Adds Intelligent Engagement Services, Supports Conversational AI Innovation

By: Maurice Nagle    9/17/2019

Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…

Read More

Aceyus, Upstream Works Software Partners Integrate to Improve Customer Experience Management

By: Maurice Nagle    9/16/2019

Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …

Read More

WFMSG Increases Automation in Release 4.4

By: Maurice Nagle    9/13/2019

WFMSG took the wrapping off Release 4.4 of its Community WFM solution. New additions to the platform focused on improving forecasting and schedule opt…

Read More

Trisys is SMB Answer for Call Recording

By: Maurice Nagle    9/10/2019

Just Google it isn't always the answer. Anybody can buy anything on the internet today, but there is something to be said for speaking with another hu…

Read More

CUSTOMER Magazine Announces Winners of the 2019 Contact Center Technology Award

By: CustomerZone360 News    9/10/2019

TMC announced the winners of their 14th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

Study Finds Few Workers Understand How AI Affects Them at Work

By: Tracey E. Schelmetic    9/9/2019

While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…

Read More

DataRobot and CallMiner Partner for AI-Driven Customer Experience Analysis

By: Tracey E. Schelmetic    9/6/2019

Customer interactions are a bit like icebergs: while there's a small amount of information - usually what goes into the ears of call center agents - v…

Read More

The Next Generation of Speech Analytics

By: Special Guest    9/6/2019

In this conversation with Jim Noble, President and CEO of Noble Systems, and Nancy Jamison, Principal Analyst at Frost & Sullivan, we learn about the …

Read More

NICE inContact Announces FedRAMP Authorization for CXone

By: Stefania Viscusi    9/6/2019

Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …

Read More

Using AI to Treat the Global Problem of Job Burnout

By: Laura Stotler    8/30/2019

Job burnout is on the rise and poses a significant threat to the global workforce. AI technologies are increasingly being used to aid contact center e…

Read More

How AI is Driving Workforce Management

By: Tracey E. Schelmetic    8/28/2019

Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…

Read More

CoreDial Launches Certification Program to Drive Contact Center Opportunity for Partners

By: Erik Linask    8/27/2019

CoreDial has launched a formal partner certification program for its private-label hosted CoreNexa Contact Center platform.

Read More

Pairing Call Center Agents with Virtual Buddies

By: Tracey E. Schelmetic    8/22/2019

The better a call center agent is trained, coached, guided and valued, the more likely he or she is to remain engaged with the job and to stick around…

Read More

Perfecting Customer Experience

By: Special Guest    8/19/2019

Customer Experience is all the rage, but so much of it is focused on the initial stage of the customer journey. This front-loaded approach to CX virtu…

Read More

Why Gamification is a Game-Changer for Call Centers

By: Special Guest    8/16/2019

In this conversation with Nancy Jamison and Jim Noble, we learn a few of the things that help Noble stand out from the crowd with its gamification pla…

Read More

Solving Customers' Biggest Headaches in the Contact Center

By: Tracey E. Schelmetic    8/15/2019

If you were to make a list of all your customers' complaints, you'd probably find that a large majority of them are the same few complaints repeatedly…

Read More

Verint Honored for Workforce Optimization Solution of the Year

By: Laura Stotler    8/15/2019

Verint Systems has been honored for Workforce Optimization Solution of the Year, and received an honorable mention for Omnichannel Solution for the Ye…

Read More

Online Gamblers Join the Virtual Reality Gaming Revolution

By: Special Guest    8/14/2019

Much in the same way Virtual Reality (VR) changed the recreational gaming industry, the adult gambling industry is poised to go through the same revol…

Read More

Edify Labs Revolutionizes the Contact Center

By: Rich Tehrani    8/12/2019

Edify Labs has taken the complexity of the contact center and smashed it with a rock, and then took the rock and broke apart the way we used to pay fo…

Read More

Salesforce to Acquire WFM Firm

By: Maurice Nagle    8/8/2019

Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware. Joining a robust platform, ClickSoftware will…

Read More

Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience

By: Special Guest    8/8/2019

Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming …

Read More

Preparing to Improve the Customer Experience

By: Tracey E. Schelmetic    8/6/2019

While "the customer experience" has been on most company's radar for years, if not decades, most companies have had imperfect success when it comes to…

Read More

Automated Coaching is the Next Phase of Workforce Management

By: Laura Stotler    8/2/2019

Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …

Read More

Five9's Continued Success Shows Cloud and AI are the Future of Work

By: Erik Linask    8/1/2019

Five9 announced increases in quarterly revenues, driven by its enterprise business and continued migration of contact centers to the cloud.

Read More

Analyst Group Predicts Brisk Growth in Cloud-Based Workforce Management Solutions

By: Tracey E. Schelmetic    8/1/2019

As companies strive to do more with less workforce, workforce management becomes a critical element of operations. Workforce management, deployed prop…

Read More

DMG Delivers Verint Top Marks

By: Maurice Nagle    7/26/2019

A new report from DMG consulting - 2019/2020 Intelligent Virtual Agent Product and Market Report - put Verint front and center. The VoC solution provi…

Read More

AI Technology Will Improve the Workplace for Customer Service Agents

By: Laura Stotler    7/26/2019

AI and virtual assistant technologies stand to transform the entire customer service industry, improving the speed and quality of customer service whi…

Read More

Reducing Customer Level of Effort by Automating Capture of Outcomes and Insights

By: Special Guest    7/22/2019

One of the key pillars in assessing the effectiveness of customer service, and the quality of each customer's experience, is to reduce the effort requ…

Read More

AI Already Improving Customer Service and Transforming the Call Center

By: Laura Stotler    7/19/2019

AI has already made major inroads in customer service and is set to transform the entire contact center industry, improving both customer and agent en…

Read More

The Next Level of Agent Training: Teaching Empathy, Organization and Communication

By: Tracey E. Schelmetic    7/19/2019

It's 2019, and we tend to still consider call center work "low skilled." While once upon a time, this may have been the case, customer support today i…

Read More

Verint Riding Wave of Accolades

By: Maurice Nagle    7/11/2019

Verint, also self-proclaimed "The Customer Engagement Company", had the latter confirmed in not one, or two but three customer service evaluations boa…

Read More

Boost Agent Performance in the Contact Center by Returning to Basics

By: Tracey E. Schelmetic    7/10/2019

The contact center is a complex place today. We have so many channels, so many solutions, so many screens and so many processes, that agents - once cu…

Read More

What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

By: Special Guest    7/10/2019

Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of product…

Read More

Why Speech Analytics Aren't Optional

By: Maurice Nagle    7/3/2019

In the contact center, speech analytics are invaluable. For firms not embracing this future-forward approach the ignorance is certainly not bliss. Let…

Read More

Cloud or On-Premises Contact Center: It's Your Choice

By: Special Guest    7/3/2019

Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base that allows customers to easily move their contact…

Read More

How Your Agents Talk to Customers Matters

By: Stefania Viscusi    7/1/2019

How your agents speak and the words they choose to use when responding to customers needs is directly related to the end result of the call. Upbeat ac…

Read More

Verint Solutions 'Magical'

By: Maurice Nagle    6/27/2019

This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…

Read More

Reducing Stress in the Call Center is Good for Business

By: Tracey E. Schelmetic    6/27/2019

If you made a list of the top 10 most stressful jobs, there's a good chance that call center agent would land on it somewhere, alongside "emergency ro…

Read More

Innovative Ways to Make Visual IVR Work For You

By: Erik Linask    6/24/2019

Visual IVR merges IVR with digital technology, bringing it to smartphone and other digital device screens to give customers a user-friendly and easy-t…

Read More

County Council Selects Verint to Improve Engagement

By: Maurice Nagle    6/20/2019

The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…

Read More

DVSAnalytics Announces Salesforce Integration

By: Maurice Nagle    6/18/2019

DVSAnalytics announced an advanced Salesforce integration for the Encore Workforce Optimization (WFO). The quality management and WFO firm is engineer…

Read More