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 30, 2017
30
Mar'17
With Amazon Connect, AWS puts experience to work in contact center space
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
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November 02, 2016
02
Nov'16
Election Protection helps voters with call center technology
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
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April 08, 2015
08
Apr'15
Bouquet Training hones contact center agent skills
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
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March 02, 2015
02
Mar'15
Contact center knowledge management gives agents clickable intel
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
Contact center software and applications Get Started
Bring yourself up to speed with our introductory content
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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
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Call Center
A call center is a centralized department to which phone calls from current and potential customers are directed. Continue Reading
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speech recognition
Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search. 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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Is dialer technology relevant to CX projects?
Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers. Continue Reading
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5 tips for picking a call center customer experience platform
Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform. Continue Reading
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Call center automation advances, but only as far as NLP can take it
Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading
Manage Contact center software and applications
Learn to apply best practices and optimize your operations.
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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
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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
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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.
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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
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What should contact center agent training systems focus on?
Some contact center agent training systems miss the mark. When choosing technology, managers must be in tune with the frontline's needs. Continue Reading