New & Notable
Contact center software and applications News
September 09, 2021
IBM has released new AI capabilities to speed virtual agents and automate more contact center tasks. The vendor also formed a partnership with contact center vendor IntelePeer.
July 28, 2021
Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
February 19, 2021
Cisco plans to use IMImobile's messaging and voice APIs to bolster its cloud contact center offering. The executive team of the U.K.-based company has joined Cisco.
January 21, 2021
Cloud contact center vendors that compete with Amazon Connect for customers will push AWS AI-powered intelligent search, speech recognition and language processing services.
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Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text. Continue Reading
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider. 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
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Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip. Continue Reading
Looking for the best contact center software features? We review some of the most useful capabilities including data reporting, speech analytics, routing methods and AI. Continue Reading
While multichannel marketing connects customers and companies through various forms of communication, omnichannel marketing takes it further and removes any silos. Continue Reading
Manage Contact center software and applications
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New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies. Continue Reading
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
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