Contact center software and applications news, help and research

Contact center software and applications News

January 12, 2021 12 Jan'21
Pegasystems acquires Qurious.io for Pega Customer Service

Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
December 24, 2020 24 Dec'20
RingCentral acquires AI speech analytics startup DeepAffects

California-based startup DeepAffects uses AI speech analytics to collect data on voice and video calls. The information helps customers measure the productivity of meetings.
December 09, 2020 09 Dec'20
Cisco to boost contact center offering with IMImobile buy

Cisco plans to acquire IMImobile for $730 million to improve Cisco's contact center offering through the U.K. company's messaging and voice APIs.
November 10, 2020 10 Nov'20
Zendesk, WhatsApp cozy up with co-development partnership

Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.

Bring yourself up to speed with our introductory content

speech recognition

Speech recognition, or speech-to-text, is the ability for a machine or program to identify words spoken aloud and convert them into readable text. 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
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

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

10 technologies to transform customer experience in 2021

AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading
What to consider for a contact center remote working strategy

Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more. Continue Reading
A look at contact center technology and support costs

With so many technology options available to contact centers, per-agent spending can vary greatly. It's up to businesses to figure out what technology matters most to them. Continue Reading

Learn to apply best practices and optimize your operations.

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
Call center customer experience ROI is more about metrics

When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. 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