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.
New & Notable
Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
Contact center software and applications News
-
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.
-
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.
-
June 07, 2019
07
Jun'19
Companies entrust CX to customer service chatbots, but only so far
Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX.
-
May 29, 2019
29
May'19
Contact center-as-a-service platforms here, but face hurdles
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
Contact center software and applications Get Started
Bring yourself up to speed with our introductory content
-
Call Center
A call center is a centralized department to which phone calls from current and potential customers are directed. Continue Reading
-
The evolution of call centers to experience centers
The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center. Continue Reading
-
chatbot
A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions. Continue Reading
Evaluate Contact center software and applications Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
-
Customers stay connected with Talkdesk 100% uptime SLA
Talkdesk customer Cognosante sees 50% cost savings after switching to the vendor's contact center software and, so far, has seen no interruptions in service. Continue Reading
-
3 call routing methods to consider in your contact center
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business. Continue Reading
-
Contact center AI: Agents may be training their replacements
The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Continue Reading
Manage Contact center software and applications
Learn to apply best practices and optimize your operations.
-
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
-
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
-
Choosing contact center infrastructure software
Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. 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.
-
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
-
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