CUSTOMER NEWS
Using Technology to Help Contact Center Agents Stay Motivated
In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we're surrounded by phones, computers, p…
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Pyze Updates Analytics & Engagement Platform
Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.
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Shedding New Light on Customer Experience
In the "old world" of customer service, live agents reached by toll-free numbers could only handle one conversation at a time. And while self-service …
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AI, Automation & WFM in the Contact Center
How AI, automation, WFM deliver in the contact center.
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Balancing AI and Human Needs on Customer Service Teams
When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …
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Telarus Extends Aspect Market Reach
Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of co…
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WFM Works for Small Contact Centers Too
One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern w…
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Amazon Connect Sees WFO Integration
Enterprise Information Management provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered…
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Dynamic Recovery Solutions Deploys Speech Analytics
CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance.…
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Too Good to Be True, Too Wrong to Go Unreported: Beware This Gift Card Scam
October is National Cybersecurity Awareness Month, topped off by Halloween, and this year some criminal individual or ring is masquerading as Warren P…
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AgilOne CEO Discusses CDPs, AI, Intelligent Amplification
AI-based CDP pioneer Omer Artun of AgilOne talks with The Future of Work Expo organizer Paula Bernier of TMC.
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WFM Delivers Measurable Help Desk & Service Desk Improvements
Workforce management makes life easier for help desk and service desk managers, and can provide measurable improvements for these environments and the…
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Twilio Flex Forging the Future of Contact Center Solutions
Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well a…
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How to Hire Great Agents & Keep Improving Their Performance
How to hire, prepare, and continue to improve agent performance and contact center outcomes.
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WFM Allows for Variety - The Spice of Life
Workforce management software can allow contact center managers to schedule agents to do a greater variety of tasks. That can serve to keep things mor…
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Connex Captures Extended Access to Verint Customer Engagement Suite
Verint and Connex announced a deepened partnership allowing Connex the ability to provide a further extent of the Verint cloud and on-premises custome…
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Cloud-Based WFM Delivers Broad Benefits
WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job d…
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Windstream Enterprise Introduces Omni-Channel Cloud Contact Center Solution
Windstream Enterprise announced enhancements to its XCaaS service, which is now capable of delivering organizations the ability to connect with custom…
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CCaaS Delivers on Scalability and Simplicity for High-Traffic Call Centers
CCaaS offerings allow businesses to reliably connect their end users to distributed call center locations, as well as manage the system locally throug…
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Talkdesk Raises $100M in B Round
Most contact center solutions deployed today are around 20 years old. And now it's time for them to go the way of the dinosaur. That's the word from T…
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Aspect Software Unveils Via 18.1
Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version inc…
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What Managers Can Learn from Office Space
Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.
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WFO, WFM Can Lower Costs, Increase Value of Contact Centers
So what are workforce optimization, workforce management, and analytics? And what are the benefits of such solutions?
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CUSTOMER Magazine Announces Winners of the 2018 Contact Center Excellence Award
TMC announced the winners of its 13th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Nest Uses UJET for Customer Service
Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
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Nest Uses UJET for Customer Service
Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
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Avoid These 5 Pitfalls When Using Technology to Deliver a Great B2B Customer ExperienceRobert C. Johnson
When new technologies emerge and generate a lot of buzz, it's tempting to embrace them, but it's important to assess their utility in delivering a gre…
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Five9 Integrates with TetraVX on Enterprise Contact Center Solution
This week, TetraVX announced a new integration with Five9, putting Five9's cloud contact center software into the nVX solution. The comprehensive offe…
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G3, Genesys Power TPS UC Deployment
G3 Comms is outfitting TPS with a unified communications solution as part of a three-year, seven-figure deal.
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4 CRM mistakes that need to be conquered in your business
For some businesses, it's something of a last thought. However, for those that really want to go the extra mile for their customers, investing in a so…
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How to make customers love your next conference stall
They are not going to work for every business out there, but some absolutely rely on the advantages that conferences bring to the table.
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How WFM Messaging Can Drive Engagement, Improvement
WFM messaging is an ideal way to get the word out about campaign efforts, company updates, and training logistics. Contact center managers can use mes…
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Shedding New Light on Next Generation Customer Experiences
There's a new kind of calling for contact center companies, which are continually morphing into customer experience hubs, and one company has integrat…
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Experts Offer AI Best Practices, Forecasts
AI is here today, and there's more to come. Here's what analysts expect in terms of adoption, and what LogMeIn suggests for best AI results.
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What's a Contact Center Solution without WFO?
Twilio announced the acquisition of Ytica, a long time partner and provider of customizable contact center reporting, speech analytics and workforce o…
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Study Highlights Obstacles to Omnichannel
This week, Calabrio announced the results of a new study. "The Danger of Digital: Why digital self-service without true omnichannel strategies risks t…
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Adherence, AI, Integration Key to WFO
There are a few other things businesses should look for in their WFO solutions. Here's a quick rundown of some of them.
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Study Illustrates Problems of Workplace Interruptions, Busy Work
Interruption in the workplace is having a major negative impact on productivity. That's according to new research by Kronos Inc.'s The Workforce Insti…
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Ensuring Quality in Quality Management
In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely beco…
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Aspect Appoints CEO
Today, Aspect Software unveiled its new leadership, announcing the appointment of Chris Koziol to the role of Chief Executive Officer promoting the 30…
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How to Prevent Call Center Idle Time
There are things that people who oversee contact centers can do to ensure their workers spend more time helping customers and less time sitting idle.
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NewVoiceMedia Showcases Success
NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adop…
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CoreDial Unveils Cloud Contact Center Solution
Today, CoreDial officially unveiled CoreNexa, a hosted contact center platform to provide to channel partners. Easily integrated into current CoreDial…
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[24]7.ai AIVA Get Emotional Intelligence
[24]7.ai has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…
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Monet Launches WFM Integration with Amazon Connect
Monet Software today announced an integrated offering with Amazon Connect, the online giant's cloud-based contact center service.
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Google Duplex Makes AI Assistants Incredibly Lifelike
Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.
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Ooma, Talkdesk Come Together on Contact Center Solution
Talkdesk and Ooma unveiled a partnership that will bring about the integration of the Talkdesk contact center platform with the Ooma UCaaS solution. T…
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Cloud Contact Center Clear AI Match
Cloud adoption and the fact that contact centers are a rich source of data make them ideal candidates to benefit from AI, suggests Five9 CEO Rowan Tro…
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Crafting Call Center Scheduling with WFM
Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …
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Quantiphi Integrates Google Cloud's Contact Center AI
Quantiphi Inc. has integrated Google Cloud's Contact Center AI solution with its own offering.
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