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.

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October 12, 2020 12 Oct'20
Twilio's Segment acquisition recasts UCaaS vendor as CX

Twilio, a contact-center-friendly UCaaS vendor, acquires the Segment CDP for $3.2 billion in stock. Together, experts said, they could challenge Microsoft, Salesforce and Oracle.
October 08, 2020 08 Oct'20
Twilio adds video developer tools, field service app, Flex apps

The developer-centric UCaaS vendor Twilio offers users new tools to support video chat, field service workers and aggregation of customer activity data.
September 22, 2020 22 Sep'20
Microsoft Dynamics 365 Customer Service to add voice channel

Leading a host of CX releases, Microsoft plans to add native voice telephony and voice-channel hooks for chatbots and transcription into its contact center platform.
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.

Bring yourself up to speed with our introductory content

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
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
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

Weigh the pros and cons of technologies, products and projects you are considering.

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
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
Benefits of moving to a cloud contact center

There are many benefits in moving contact centers to the cloud, including cost savings, more interaction channels and staying with, if not ahead, of the competition. Continue Reading

Learn to apply best practices and optimize your operations.

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
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
Best practices for call center monitoring

To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

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
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
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