Contact center software and applications
Contact center software and applications can make or break agents' ability to effectively solve customer issues via phone, chat, social media and other channels. Learn about the latest innovations in contact center technology.
New & Notable
Contact center software and applications News
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January 12, 2021
12
Jan'21
Pegasystems acquires Qurious.io for Pega Customer Service
Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
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December 24, 2020
24
Dec'20
RingCentral acquires AI speech analytics startup DeepAffects
California-based startup DeepAffects uses AI speech analytics to collect data on voice and video calls. The information helps customers measure the productivity of meetings.
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December 09, 2020
09
Dec'20
Cisco to boost contact center offering with IMImobile buy
Cisco plans to acquire IMImobile for $730 million to improve Cisco's contact center offering through the U.K. company's messaging and voice APIs.
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November 10, 2020
10
Nov'20
Zendesk, WhatsApp cozy up with co-development partnership
Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.
Contact center software and applications Get Started
Bring yourself up to speed with our introductory content
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speech recognition
Speech recognition, or speech-to-text, is the ability for a machine or program to identify words spoken aloud and convert them into readable text. Continue Reading
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contact center as a service (CCaS)
Contact center as a service (CCaaS) is a framework for contact center infrastructure management that combines the principles of contact center hosting and cloud-based contact center infrastructure. Continue Reading
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Contact center workforce management keeps pace with consumers
Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center. Continue Reading
Evaluate Contact center software and applications Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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10 technologies to transform customer experience in 2021
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading
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What to consider for a contact center remote working strategy
Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more. Continue Reading
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A look at contact center technology and support costs
With so many technology options available to contact centers, per-agent spending can vary greatly. It's up to businesses to figure out what technology matters most to them. Continue Reading
Manage Contact center software and applications
Learn to apply best practices and optimize your operations.
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8 best practices for call center monitoring programs
To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading
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Contact center roles shift from cost center to profit center
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
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Call center customer experience ROI is more about metrics
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading
Problem Solve Contact center software and applications Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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How to calculate call center utilization rates
Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
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Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
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Designing chatbots with personality-plus and gift of gab
Planning, patience, trial and error and a business-minded team approach are the keystones to developing chatbots with human-like qualities that seamlessly assist customers. Continue Reading