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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Contact center software and applications News
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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.
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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.
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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.
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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.
Contact center software and applications Get Started
Bring yourself up to speed with our introductory content
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How unified communications is getting down to business
This guide will get you up to date on what's happening in the world of UC, including how UC employs AI now, and what's new with UC tools for business messaging and contact centers. Continue Reading
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Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
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The difference between autodialers and predictive dialers
Some people don't know that a predictive dialer is a type of autodialer. There are, in fact, five broad categories of autodialers contact centers need to know about. 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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What are the benefits of a UC and contact center integration?
UC offerings that include contact center integration provide more seamless communications and engagement between office workers and contact center agents. Continue Reading
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Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
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How do multichannel and omnichannel environments differ?
Omnichannel is the evolution of the multichannel environment; however, they do work together. Learn how these two terms differ and where they intersect. Continue Reading
Manage Contact center software and applications
Learn to apply best practices and optimize your operations.
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Benefits of migrating customer experience apps to the cloud
Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading
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Emotional analytics add layer of insight for call centers
The emerging technology of emotional analytics is reinventing the way call centers will engage with customers in the future. Continue Reading
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What contact center software to buy in 2017
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. 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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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
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Contact center software updates shouldn't waylay operations
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading