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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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.
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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.
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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.
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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.
Contact center software and applications Get Started
Bring yourself up to speed with our introductory content
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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
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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
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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
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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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
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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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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
Manage Contact center software and applications
Learn to apply best practices and optimize your operations.
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Cloud migration needs contact center integration strategy
Contact center integrations can complicate a cloud migration. Learn what platforms can ease the transition to the cloud by reintegrating back-end business apps. Continue Reading
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What are some single sign-on benefits in contact centers?
Contact center agents often need to remember a number of passwords to log in to multiple applications. Single sign-on can alleviate that pain point and increase productivity. Continue Reading
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4 contact center trends that drive customer experience
Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX. 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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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
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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