News

Contact center software and applications

• September 18, 2020 18 Sep'20

  Oracle CX upgrades focus on field service, contact center

  Oracle adds self-service features, field tech tools and call center capabilities to its CX stack in response to customers' business needs in pandemic.

• September 03, 2020 03 Sep'20

  Emerging Genesys cloud strategy makes Amazon friend and foe

  Amid a leadership change, Genesys retools cloud strategy, adds partnerships with Infosys, Adobe and others as its relationship to Amazon and AWS veers toward 'co-opetition.'

• August 28, 2020 28 Aug'20

  Twilio Flex deployed for COVID-19 contact-tracing agents

  Tech teams supporting agents working remotely on COVID-19 surveillance efforts in several U.S. cities and the state of Illinois eschew traditional IT and opt for cloud platforms.

• May 15, 2020 15 May'20

  Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

  Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.

• May 05, 2020 05 May'20

  ServiceNow CSM navigates pandemic, partners with Adobe

  ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.

• April 15, 2020 15 Apr'20

  LogMeIn launches CCaaS platform to complement GoToConnect

  LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders.

• April 06, 2020 06 Apr'20

  Pivot to remote call centers difficult for some; others roll with it

  Remote contact center tech easily supports agents working from home, experts say. It's the culture of each team that determines success in the current national health crisis.

• March 26, 2020 26 Mar'20

  Kansas City Royals spin up cloud contact center

  The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown.

• March 24, 2020 24 Mar'20

  Zendesk Relater primes customers for remote call center work

  Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.

• March 06, 2020 06 Mar'20

  Amazon chatbots to employ neural networks for CX

  Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions.

• March 04, 2020 04 Mar'20

  Zendesk Sunshine CRM, social media upgrades released

  Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.

• November 19, 2019 19 Nov'19

  Salesforce Service Cloud Voice, Einstein Voice Assistant unveiled

  Salesforce unveils a voice assistant and call center tools to enable real-time natural language processing for agents to connect customer data and supervisor help on a single screen.

• 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.

• May 05, 2008 05 May'08

  The ROI of speech analytics for the call center

  Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high...

• April 28, 2006 28 Apr'06

  NICE buys IEX, Performix

  NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.