News
Contact center software and applications
- October 10, 2019
10 Oct'19
Calabrio rolls out contact center self-scheduling technology
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
- August 19, 2019
19 Aug'19
LivePerson Inc. adds new capabilities to Maven AI
Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs.
- July 15, 2019
15 Jul'19
TechSee Smart uses AI vision to aid contact center support
TechSee Smart aids live agents in contact centers by using AI and deep learning to analyze customer product images, identify issues and guide customers through the resolution process.
-
- June 27, 2019
27 Jun'19
8x8 Contact Center launches as a stand-alone CCaaS offering
8x8 Contact Center is a stand-alone, cloud-based contact-center-as-a-service offering, aimed at organizations that feel restricted by legacy contact center infrastructure.
- June 07, 2019
07 Jun'19
Companies entrust CX to customer service chatbots, but only so far
Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX.
- May 29, 2019
29 May'19
Contact center-as-a-service platforms here, but face hurdles
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
- May 15, 2019
15 May'19
Effective customer surveys help contact centers drive CX
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
- May 14, 2019
14 May'19
CX initiatives driving contact center technology trends
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 06, 2019
06 May'19
ICMI co-founder on contact center technology trends
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
- March 30, 2017
30 Mar'17
With Amazon Connect, AWS puts experience to work in contact center space
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
-
- November 02, 2016
02 Nov'16
Election Protection helps voters with call center technology
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
- April 08, 2015
08 Apr'15
Bouquet Training hones contact center agent skills
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
- March 02, 2015
02 Mar'15
Contact center knowledge management gives agents clickable intel
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
- June 05, 2012
05 Jun'12
Service identifies cell phone numbers of call center customers
A new offering from WhitePages Pro allows call centers to identify cell phone numbers when customers call in.
- July 18, 2011
18 Jul'11
When is the right time to overhaul contact center technology?
When legacy contact center systems no longer keep up with business needs, it’s time for new technology. Find out how to assess the need for an upgrade -- and how to make the case to decision makers.