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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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.
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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.
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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.
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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.
Contact center software and applications Get Started
Bring yourself up to speed with our introductory content
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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
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Contact center AI opens new frontiers for customer engagements
Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
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5 common call center terms to know
Businesses interact with customers in a variety of ways, including via phone calls and chatbots. Here are some call center terms that define these interactions. 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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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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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
Manage Contact center software and applications
Learn to apply best practices and optimize your operations.
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Tips for creating remote call center programs amid COVID-19 pandemic
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
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Businesses move toward UC and contact center integration
Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. Continue Reading
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3 ways that AI can boost customer experience
Incorporating AI in customer interactions enables companies to provide great service, fast. Learn about how businesses can use AI-enabled technology to improve CX. 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