In the Evolving World of CX, the Only Constant is Change

By: Juhi Fadia    11/4/2019

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

By: Maurice Nagle    10/30/2019

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

By: Special Guest    10/29/2019

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

By: Maurice Nagle    10/29/2019

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

By: Laura Stotler    10/25/2019

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

By: Tracey E. Schelmetic    10/23/2019

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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By:    10/18/2019

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

By: Maurice Nagle    10/18/2019

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

By: Maurice Nagle    10/17/2019

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

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…

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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…

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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…

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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…

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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.…

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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 …

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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…

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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…

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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…

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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 …

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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…

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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…

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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.

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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…

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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…

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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 …

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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 …

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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…

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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…

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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.

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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 …

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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…

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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 …

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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.

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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