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

May 15, 2020 15 May'20
Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
May 05, 2020 05 May'20
ServiceNow CSM navigates pandemic, partners with Adobe

ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
April 15, 2020 15 Apr'20
LogMeIn launches CCaaS platform to complement GoToConnect

LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders.
April 06, 2020 06 Apr'20
Pivot to remote call centers difficult for some; others roll with it

Remote contact center tech easily supports agents working from home, experts say. It's the culture of each team that determines success in the current national health crisis.

Contact center software and applications Get Started

Bring yourself up to speed with our introductory content

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
Contact center AI opens new frontiers for customer engagements

Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
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

Evaluate Contact center software and applications Vendors & Products

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

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
Benefits of moving to a cloud contact center

There are many benefits in moving contact centers to the cloud, including cost savings, more interaction channels and staying with, if not ahead, of the competition. Continue Reading
How data from APM tools helps businesses improve CX

Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Continue Reading

Manage Contact center software and applications

Learn to apply best practices and optimize your operations.

Best practices for call center monitoring

To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading
4 best practices for call center management

An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly. Continue Reading
Renewed focus on contact center trends in 2020

As contact centers move from office settings to remote work environments, businesses renew push for sustainable work-at-home programs, enhanced AI and cloud technologies. 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.

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