CUSTOMER NEWS
Things to Consider Before Choosing a CRM Solution
Maintaining a comprehensive set of data and insights about customers is a crucial thing to do in today's market. Businesses are turning to data-driven…
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Managing Multiple Data Streams & Platforms In Contact Centers of the Future
One of the unintended consequences of digital transformation within large enterprises and service providers to those enterprises is massive and expone…
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Tijuana Becoming the New Bombay for Call Centers
The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…
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Turning Hold Times into Positive Customer Experiences
here's little more frustrating as a customer than having to wait on hold. What can businesses do to turn hold times into positive experiences for thei…
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The Impact of Poor Customer Experience on Your Bottom Line
Customers are placing a premium on quality service, and will switch brands quickly after a poor experience. The good news is they are also willing to …
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Workforce Insight Buys Key Player in WFM and HCM
Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …
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The Value of Older Workers in the Contact Center
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …
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NovelVox Unveils Enhanced WFM Solution
This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…
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In the Evolving World of CX, the Only Constant is Change
We caught up recently with Milos Djokovic, co-founder and CEO of Eventus Group, based in Denver, Colorado, to learn where he sees CX going over the ne…
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CXone Agent for Salesforce Sees Enhancement
NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…
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How To Run Your Call Center Smarter
Cloud seems to be the status quo for businesses of all sizes in the modern customer engagement landscape. But what are the real benefits of making you…
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Noble Gamification 2.0 Engages Agents
Noble Systems announced Nobel Gamification 2.0, an omnichannel contact center solution that is building on its award-winning ways.
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AI and Automation Natural Fit for CRM
AI and automation are increasingly being used to improve CRM and customer service. AI is a natural fit for many types of customer interactions across …
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Symantec Debuts Virtual Agent 'Sami' for Online Support
Cybersecurity firm Symantec Corporation has a new employee: an artificial intelligence called "Sami." It should help users of company's security produ…
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GLANCE WINS 2019 CONTACT CENTER TECHNOLOGY AWARD FROM CUSTOMER MAGAZINE
Glance Networks, a leading provider of visual engagement solutions, announced it has been awarded a 2019 Contact Center Technology Award from CUSTOMER…
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U-WFM to Support Denmark Contact Center
Danish firm Duka announced the selection U-WFM's Workforce Management in the Cloud offering for its Hinnerup, Denmark contact center.
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Aspect, Intradiem Introduce Partnership
Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact cen…
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Cloud Contact Centre v19 Announced
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…
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Chilean Law to Protect Contact Center Worker Rights Goes into Effect
For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…
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Edify Labs Wins $10 Million in Funding to Transform the Contact Center Market
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…
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Is Your IVR Costing You Customers?
Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…
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The Future of Call Centers Relies on AI
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.…
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6 Digital Trends Disrupting the World of Finance
Emerging technologies in the financial world are changing the way institutions conduct their operations and engage customers. Financial organizations …
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Popular Manchester locations for your next corporate event
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…
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The Real Return on Investing in Intelligent CX
With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as "contact…
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Nuance Adds Intelligent Engagement Services, Supports Conversational AI Innovation
Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…
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Aceyus, Upstream Works Software Partners Integrate to Improve Customer Experience Management
Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …
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WFMSG Increases Automation in Release 4.4
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…
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Trisys is SMB Answer for Call Recording
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…
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CUSTOMER Magazine Announces Winners of the 2019 Contact Center Technology Award
TMC announced the winners of their 14th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Study Finds Few Workers Understand How AI Affects Them at Work
While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…
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DataRobot and CallMiner Partner for AI-Driven Customer Experience Analysis
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…
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The Next Generation of Speech Analytics
In this conversation with Jim Noble, President and CEO of Noble Systems, and Nancy Jamison, Principal Analyst at Frost & Sullivan, we learn about the …
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NICE inContact Announces FedRAMP Authorization for CXone
Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …
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Using AI to Treat the Global Problem of Job Burnout
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…
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How AI is Driving Workforce Management
Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…
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CoreDial Launches Certification Program to Drive Contact Center Opportunity for Partners
CoreDial has launched a formal partner certification program for its private-label hosted CoreNexa Contact Center platform.
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Pairing Call Center Agents with Virtual Buddies
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…
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Perfecting Customer Experience
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…
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Why Gamification is a Game-Changer for Call Centers
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…
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Solving Customers' Biggest Headaches in the Contact Center
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…
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Verint Honored for Workforce Optimization Solution of the Year
Verint Systems has been honored for Workforce Optimization Solution of the Year, and received an honorable mention for Omnichannel Solution for the Ye…
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Online Gamblers Join the Virtual Reality Gaming Revolution
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…
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Edify Labs Revolutionizes the Contact Center
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…
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Salesforce to Acquire WFM Firm
Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware. Joining a robust platform, ClickSoftware will…
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Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming …
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Preparing to Improve the Customer Experience
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…
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Automated Coaching is the Next Phase of Workforce Management
Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …
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Five9's Continued Success Shows Cloud and AI are the Future of Work
Five9 announced increases in quarterly revenues, driven by its enterprise business and continued migration of contact centers to the cloud.
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Analyst Group Predicts Brisk Growth in Cloud-Based Workforce Management Solutions
As companies strive to do more with less workforce, workforce management becomes a critical element of operations. Workforce management, deployed prop…
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