News
Contact center software and applications
- 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.
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- 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.
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- 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.
- May 12, 2011
12 May'11
Verint releases integrated call center software, offers centralized view of operations
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center.
- February 03, 2011
03 Feb'11
Companies looking ahead to customer service technology investments
Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year.
- December 23, 2010
23 Dec'10
Column: Tipping point -- B2B video is going mainstream
Denis Pombriant explains how video can help marketers -- and who in the CRM industry is doing it well.
- December 16, 2010
16 Dec'10
Customer service in 2011 driven by adoption of cloud, communities and mobility
John Ragsdale offers up his predictions for the customer service technology market in 2011 -- and the driving forces behind them.