New & Notable
Contact center software and applications News
January 12, 2021
Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
December 24, 2020
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.
December 09, 2020
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.
November 10, 2020
Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.
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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 (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
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.
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading
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
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.
To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading
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
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
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Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
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