Latest News

Aspect Announces New and Improved Aspect Via 17.1
Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete …

By: Maurice Nagle | 11/22/2017

The Secret to Small Business Saturday Success? Focus on the Customer Experience
The small business Super Bowl is nearly upon us. Small Business Saturday comes but once a year, and any proprietor of a small enterprise worth his or …

By: Special Guest | 11/22/2017

Harnessing Pervasive Visibility to Unleash the Power of the Cloud
Cloud computing is having an unprecedented influence on companies throughout the world; according to research from BDO, an overwhelming number (74%) o…

By: Michael Segal | 11/17/2017

Zendesk and Ozonetel Launch Cloud Communications Partnership
Cloud communications firm Ozonetel, has announced its partnership with Zendesk, a cloud-based customer service software organization.

By: Mandi Nowitz | 11/17/2017

Anniston Alabama Home to New viiz Call Center
viiz communications announced the opening of its new call center, located in Anniston, Alabama. The employees at this center will assist viiz customer…

By: Mandi Nowitz | 11/17/2017

CenturionCARES Releases Upgraded CARES 14.0
Call centers face many challenges from high attrition rates to scheduling issues to stress put on ill-educated agents. That is where Florida-based Cen…

By: Mandi Nowitz | 11/17/2017

Gemalto Offers Software Monetization Best Practices
The move to software-based solutions calls for new licensing processes and the implementation of software monetization platforms, Gemalto and THINKstr…

By: Paula Bernier | 11/16/2017

Survey: Most Customers Uncomfortable with Chatbots
A recent Kantar TNS survey indicates consumers do not have a high comfort level with chatbots. But AI, automated customer service, chatbots, and conne…

By: Paula Bernier | 11/16/2017

IVR and Speech Recognition Design Training Added to the ITEXPO Program in Florida
TMC, Enterprise Integration Group and GM Voices announced an IVR and Speech Recognition Training course as a part of ITEXPO being held February 13-16,…

By: TMC | 11/13/2017

Contact Center Solutions Week in Review: NICE inContact, SAP Hybris, and More
Contact Center Solutions never fails to be filled with news and announcements. Aspect Software won an award while NICE inContact named Dizzion the new…

By: Mandi Nowitz | 11/11/2017

The Best Way for Contact Centers to Deploy Speech Analytics
The ability to analyze every customer call has become powerful and indispensable for many industries, and it has transformed the contact center into a…

By: ASC Horizons | 11/10/2017

Study Illustrates SAP Hybris Returns
Businesses using the cloud-based SAP Hybris solution for sales and service see ROI within three years. This is according new research by Forrester Con…

By: Paula Bernier | 11/9/2017

NICE inContact Names Dizzion Newest DEVone Member
NICE announced the newest member of the NICE inContact DEVone development program this week, as the DaaS company Dizzion joins the CXexchange. With th…

By: Maurice Nagle | 11/7/2017

Aspect Asia Pacific Market Leader for Sixth Year Running
Today, Frost & Sullivan announced Aspect Software is the recipient of the 2017 Frost & Sullivan Asia pacific Outbound Systems Market Share Leadership …

By: Maurice Nagle | 11/6/2017

Contact Center Solutions Week in Review: Solvvy, Pegasystems, and More
The Contact Center Solutions Community was brimming with news this week. Solvvy raised $12 million to fix the customer service industry while Pegasyst…

By: Mandi Nowitz | 11/4/2017

Successful Software Licensing Requires Holistic Approaches
The way solutions are bought and sold is changing in a major way. That's prompting more and more businesses to sell their offerings with a software op…

By: Paula Bernier | 11/3/2017

KIVA Announces New Hosted uCC for Contact Centers
KIVA Group, an omni-channel CEM/CRM software provider to financial institutions, announced its hosted Respect unified Communication Center (uCC) offer…

By: Mandi Nowitz | 11/3/2017

Pegasystems Using AI for Efficiency
Pegasystems Inc. announced new AI and virtual assistant capabilities in Pega solutions. Resolution time is lessened, errors eliminated, customer satis…

By: Mandi Nowitz | 11/2/2017

Top Leadership Skills for Management in Contact Centers
In an industry where attrition is notoriously high and retention low, contact center management is tasked with motivating agents on a daily basis. The…

By: Mandi Nowitz | 11/2/2017

Altura and Datatel to Deliver Healthcare Contact Center Optimization
Altura Center Communications and Datatel Communications Inc. have teamed up to deliver healthcare enhanced cash flow acceleration solutions. These sol…

By: Mandi Nowitz | 10/30/2017