Contact center software and applications news, help and research

Contact center software and applications News

September 09, 2021 09 Sep'21
IBM Watson Assistant tools aim to speed contact center CX

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 28 Jul'21
Nice expands contact center AI offering with ContactEngine buy

Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
February 19, 2021 19 Feb'21
Cisco completes the IMImobile acquisition

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 21 Jan'21
AWS contact center AI services expand to Salesforce, Avaya

Cloud contact center vendors that compete with Amazon Connect for customers will push AWS AI-powered intelligent search, speech recognition and language processing services.

Bring yourself up to speed with our introductory content

speech recognition

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
How to define contact center technology requirements

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 (CCaS)

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

Weigh the pros and cons of technologies, products and projects you are considering.

Top 10 contact center platforms of 2021

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
15 essential contact center software features

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
How do omnichannel vs. multichannel marketing differ?

While multichannel marketing connects customers and companies through various forms of communication, omnichannel marketing takes it further and removes any silos. Continue Reading

Learn to apply best practices and optimize your operations.

4 tips for effectively handling emails in a call center

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
8 best practices for call center monitoring programs

To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading
Contact center roles shift from cost center to profit center

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

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

How to calculate call center utilization rates

Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
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