Latest News

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

Solvvy Raises $12 Million to Fix Customer Service Industry with AI
Solvvy announced it has raised $12 million in funding to increase its total funding to $16.5 million.

By: Mandi Nowitz | 10/30/2017

Reports: Customer Satisfaction is on the Decline
ACSI: Customer satisfaction fell in 2Q for first time since 4Q 2015. Forrester: No improvement for traditional retailers. The American Customer Satisf…

By: Paula Bernier | 10/27/2017

Why Cisco, Others Are Introducing Subscriptions
Software subscriptions can provide customers with more flexibility, and suppliers with better profits. This morning, Cisco introduced wireless softwar…

By: Paula Bernier | 10/27/2017

Amazon Connects with USAN Visual IVR
This week, USAN announced the availability of its Visual IVR for Amazon Connect on the AWS Marketplace. The cloud contact center solution easily integ…

By: Maurice Nagle | 10/26/2017

Aspect Adds Cloud Vet to Cloud Operations Team
This week, Aspect Software announced a new member to its management team, as Tom Davies is the new Senior Vice President of Cloud Operations. Bringing…

By: Maurice Nagle | 10/24/2017

How the Cloud Can Inspire Loyalty Across Customer Interaction Channels
Not long ago, customers that needed to speak with a company sales or service representative had two choices: physically go to their location (in the c…

By: Special Guest | 10/23/2017

Serenova Strengthens Portfolio with TelStrat Purchase
Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…

By: Maurice Nagle | 10/23/2017

Contact Center Solutions Week in Review: Telax, Antlion, and More
Contact Center Solutions did not have a shortage of excitement at all. It was a week filled with news and introductions but just in case you missed an…

By: Mandi Nowitz | 10/21/2017

Cloud-Native Contact Centers Aim to Stop Customer Turnover
When turnover results from poor customer service, the entire customer service organization, including solution vendors, comes under fire. Of late, a p…

By: Mandi Nowitz | 10/20/2017