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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Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies

Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.

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Contact center software and applications News

May 15, 2020 15 May'20
Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
May 05, 2020 05 May'20
ServiceNow CSM navigates pandemic, partners with Adobe

ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
April 15, 2020 15 Apr'20
LogMeIn launches CCaaS platform to complement GoToConnect

LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders.
April 06, 2020 06 Apr'20
Pivot to remote call centers difficult for some; others roll with it

Remote contact center tech easily supports agents working from home, experts say. It's the culture of each team that determines success in the current national health crisis.

Contact center software and applications Get Started

Bring yourself up to speed with our introductory content

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
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
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.

How to choose a contact center software system in 2020

Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation. Continue Reading
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
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

Manage Contact center software and applications

Learn to apply best practices and optimize your operations.

4 best practices for call center management

An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly. Continue Reading
Renewed focus on contact center trends in 2020

As contact centers move from office settings to remote work environments, businesses renew push for sustainable work-at-home programs, enhanced AI and cloud technologies. Continue Reading
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

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