The 10 Best Call Center Software in 2021

By: Special Guest    2/10/2021

Customer support satisfaction is a big part of what call centers entail. Studies suggest that almost 33% of the customers prefer their issues to be re…

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NCR Expands Digital Banking Platform with Terafina Acquisition

By: Luke Bellos    2/10/2021

NCR looks to further develop its digital banking platform through the recent purchase of Terafina.

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CX Continues to Rank High in the C-Suite But How Can Contact Center Leaders Build the Business Case for Digital Transformation?

By: Matthew Vulpis    2/10/2021

Despite the chaos and uncertainty that largely defined 2020 given the pandemic - or perhaps because of it - improving the Customer Experience (CX) con…

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Lingo Chooses Lingo for Customer Service Support

By: Luke Bellos    2/9/2021

Lingo has utilized its own contact center solution to assist with heavy call volume during the pandemic.

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8 Shopify Apps That Are A Must-Have For Excellent Customer Experience

By: Special Guest    2/3/2021

Despite the many benefits that it offers, a Shopify store is not an easy thing to manage. There's a variety of processes going on that must be oversee…

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NICE's NTR-X Compliance Recording Platform Offers Security in the Work-from-Home Era

By: Tracey E. Schelmetic    2/2/2021

When much of the nation retreated into their homes in March of 2020 to try and flatten the curve of COVID-19 infections, businesses hurried to transit…

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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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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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Consumers Frustrated with Contact Center Service During Pandemic

By: Laura Stotler    12/22/2020

A new survey from Uniphore shows a majority of customers are frustrated with their contact center interactions during the coronavirus pandemic. The su…

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How Blockchain Is Transforming the Fintech Industry

By: Special Guest    12/22/2020

Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From b…

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AI System Solves Customer Information Overload

By: Luke Bellos    12/21/2020

Artificial Intelligence companies Hitachi and Allganize combine their resources to develop a sophisticated AI system for customer service and business…

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CX Outsourcing Opportunities Continuing to Grow in Jamaica

By: Matthew Vulpis    12/15/2020

When asked to think about countries known for their contact centers, the first country that comes to mind may not be Jamaica. However, in the past dec…

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Tide's On-Demand Dry Cleaning Service Named Best in Customer Service

By: Stefania Viscusi    12/15/2020

When national laundry-detergent brand Tide decided to start a franchise dry cleaning concept location - the idea was to bring customers a brand they w…

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The Intersection of Humans and Technology - The Future of Customer Service

By: Special Guest    12/11/2020

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future …

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CardSnacks Upgrades Digital Gift and Greeting Cards App for Businesses

By: Stefania Viscusi    12/10/2020

Employee and customer engagement rank high on the list of important tactics for maintaining relationships - especially today, with worldwide shutdowns…

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As Telehealth Grows, Health Insurance Companies Turn to Contact Centers

By: Matthew Vulpis    12/9/2020

When the COVID-19 pandemic began, companies and industries around the world quickly began turning to contact centers to keep up with the drastic incre…

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Is Panama the Next Big Nearshore CX Outsourcing Opportunity?

By: Matthew Vulpis    12/8/2020

The economics in Panama make it easy for BPOs there to attract and train top agents, at substantially lower salaries than are paid in the U.S., which …

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Managing and Training Remote Agents: What We've Learned So Far

By: Special Guest    12/7/2020

No matter what 2021 brings, contact centers have shown that they have the ability and the agility to work on-site in offices and remotely from home wi…

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2020 CUSTOMER TMC Labs Innovation Winners Focus on Maximizing Experience

By: CustomerZone360 News    12/4/2020

The 2020 CUSTOMER magazine TMC Labs award winners represent some of the best and brightest technology companies enabling brands to deliver great custo…

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Amazon Connect Unveils Five New Features From re:invent

By: Maurice Nagle    12/4/2020

AWS announced five new capabilities for Amazon Connect aimed at streamlining workflows and enhancing contact center efficiency and results via automat…

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ServiceNow Buys Element AI

By: Stefania Viscusi    12/2/2020

In a move focused on bringing more productivity and efficiency to workplaces, ServiceNow has announced it will acquire Element AI. The artificial inte…

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Big Data Analytics - What Contact Centers Can Learn from the Tampa Bay Rays

By: Jon Arnold    12/2/2020

Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data pl…

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How an Email Virtual Assistant Can Help Handle the Holiday Rush

By: Special Guest    12/2/2020

During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of season…

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Government Contact Centers and COVID-19: Security Challenges During the Pandemic

By: Matthew Vulpis    12/2/2020

When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operati…

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Salesforce to Acquire Slack in Biggest Benioff Acquisition to Date

By: Erik Linask    12/1/2020

Salesforce to buy collaboration firm Slack to create integrated CRM-communications platform.

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Smaller is Better in the Contact Center BPO World, Some Experts Say

By: Matthew Vulpis    12/1/2020

For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing par…

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TouchPoint Accelerates Contact Center Performance Management with Platform Update

By: Stefania Viscusi    11/25/2020

Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplace…

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Finding a CX BPO Partner in Challenging Times

By: Matthew Vulpis    11/23/2020

While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…

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Verint Helps Reinvent Teachers Lounge

By: Maurice Nagle    11/20/2020

Verint announced that Newsela is leveraging the Community solution to reach teachers and educators across the country, and empower them with access to…

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Bond Protects Employee Security Outside of the Office

By: Stefania Viscusi    11/18/2020

Bond, a company offering a Personal Security-as-a-Service platform and team of trained Personal Security Agents are focused on delivering a solution f…

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Contact Center Cybersecurity 2021: Access Management More Important Than Ever

By: Juhi Fadia    11/17/2020

Data security and privacy have long been essential to the success of contact centers, and safeguarding information ensures sustainability. Customers o…

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AI-Driven Customer Service Workflow Company Ushur Raises $25 Million

By: Tracey E. Schelmetic    11/16/2020

Many companies today are looking to transform their customer communications to a "digital-first" model for customers who are happy to trade phone call…

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2020 NICE inContact CX Transformation Benchmark Brings AI to Fore

By: Maurice Nagle    11/6/2020

The week, NICE inContact revealed the results of the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, and businesses are investi…

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Verint Wins FinTech Regulatory Compliance Award

By: Tracey E. Schelmetic    11/5/2020

In the banking and financial services sector, there is a seemingly endless list of rules and regulations that govern customer contact. Since these ins…

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How Call Centers Can Thrive by Successfully Managing the Unexpected

By: Special Guest    11/3/2020

Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage th…

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Avaya & Verint Announce New Integration

By: Maurice Nagle    10/30/2020

As Avaya moves to simplify communications and collaboration, it announced a deeper partnership with Verint, integrating Verint Knowledge Management wi…

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