Latest News

Contact Center Solutions Week in Review: Malindo, Convergys, and More
The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgr…

By: Mandi Nowitz | 12/2/2017

Opportunity Calling-Tapping Into Disability Recruitment for Call Center Staffing
Companies understand that there is no more critical point of engagement than between customers and call center representatives, yet employee turnover …

By: Special Guest | 12/1/2017

How to Execute a Successful Software Licensing Strategy
At Gemalto's LicensingLive! 2017 earlier this year, representatives from AVST, Juniper Networks, Philips, Sharp Electronics, Trimble, and Viavi Soluti…

By: Paula Bernier | 12/1/2017

Malindo Moves to Improve CX with Aspect Deployment
This week, Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The…

By: Maurice Nagle | 12/1/2017

An Introduction to Cloud Asset Management
The proliferation of Cloud is only set to continue, with predictions suggesting that over 80% of IT budgets will to be committed to Cloud apps and sol…

By: Special Guest | 11/29/2017

Trimble is Transforming the Way the World Works
Trimble is automating activation and licensing in an effort to become a software subscription giant.Since 1990 the company has acquired dozens of soft…

By: Paula Bernier | 11/28/2017

With Convergys Artificial Intelligence, Contact Centers Can Leverage Amazon Echo and Google Home
Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform. It's designed to deliver users a human-esqu…

By: Mandi Nowitz | 11/28/2017

Anantara Vacation Club Growing One Interaction at a Time
Anantara Vacation Club announced the deployment of the Aspect Unified IP contact center platform to push forward its outbound marketing and customer e…

By: Maurice Nagle | 11/27/2017

The Importance of Omni-Channel in Customer Engagement
Recent research from Silicon Valley's FICO illustrated that consumers in the United States expect a mix of live and automated communications with cred…

By: Maurice Nagle | 11/22/2017

Silverfleet Sells Competence Call Center to ARDIAN
Silverfleet Capital has sold Competence Call Center to ARDIAN. The Belin-based CCC is a business process outsourcing providers with ambitions of expan…

By: Mandi Nowitz | 11/22/2017

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