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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5 Trends that are Changing Sales Cycles

Let’s be honest, selling today has become more complex than some leaders ever imagined. Here’s a breakdown of 5 top trends driving new challenges in sales cycles, and insights on how technology can help sales leaders react to these trends to deliver better customer experiences across the sales lifecycle.

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Contact center software and applications News

November 19, 2019 19 Nov'19
Salesforce Service Cloud Voice, Einstein Voice Assistant unveiled

Salesforce unveils a voice assistant and call center tools to enable real-time natural language processing for agents to connect customer data and supervisor help on a single screen.
October 10, 2019 10 Oct'19
Calabrio rolls out contact center self-scheduling technology

The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
August 19, 2019 19 Aug'19
LivePerson Inc. adds new capabilities to Maven AI

Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs.
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.

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Contact center software and applications Get Started

Bring yourself up to speed with our introductory content

chatbot

A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions. Continue Reading
How unified communications is getting down to business

This guide will get you up to date on what's happening in the world of UC, including how UC employs AI now, and what's new with UC tools for business messaging and contact centers. 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

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Evaluate Contact center software and applications Vendors & Products

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

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
Upselling customers adds ROI gold to contact center channels

AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
How do multichannel and omnichannel environments differ?

Omnichannel is the evolution of the multichannel environment; however, they do work together. Learn how these two terms differ and where they intersect. Continue Reading

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Manage Contact center software and applications

Learn to apply best practices and optimize your operations.

Strategize a smooth contact center migration

Companies are migrating from on-premises contact center software to the cloud. But before making the move, organizations must approve it from a strategic and practical perspective. Continue Reading
4 steps to successful contact center technology implementation

Before starting implementation of any new technology in a contact center, it is important to have a strategy to ensure both employee and customer satisfaction. Continue Reading
Benefits of migrating customer experience apps to the cloud

Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading

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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

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