Latest News

JetBlue: Brand New Customer Experience Coming Soon
Off the top of my head, if asked what industry has the worst customer service, without question number one with a bullet is the Airline industry. This…

By: Maurice Nagle | 8/11/2017

It's Time to Challenge Beliefs and Fears When It Comes to IT Transformation
It goes without saying that the task of going cloud-first at the enterprise level can be daunting. After all, you're looking at a wholesale shift in t…

By: Farrell Hough | 8/10/2017

GE's AI CX Spinoff Raises $5M
GE has spun off the customer service machine learning company it bought late last year. The new entity is called SmartAssist.io. And last week the for…

By: Paula Bernier | 8/10/2017

STARTEK Receives Award for Competitive Strategy Innovation and Leadership
Frost & Sullivan announced this week that it has recognized STARTEK with the 2017 North American Frost & Sullivan Award for Competitive Strategy Innov…

By: Alicia Young | 8/10/2017

L.L. Bean Bests Amazon's Customer Service
Prosper Insights & Analytics recently published its latest Customer Service Champions ranking. And, for the third year in a row, L.L. Bean came in at …

By: Paula Bernier | 8/7/2017

Get Ready for Gemalto's LicensingLive! 2017
Industry experts and senior software leaders will assemble for the 10th annual LicensingLive! 2017, which will be held Oct. 24 through 26, to share th…

By: Paula Bernier | 8/7/2017

Contact Center Solutions Week in Review: NewVoiceMedia, NICE, TCN & More
The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

By: Maurice Nagle | 8/5/2017

BeachBody Gets Contact Center Boost with SingleComm Solution
When you hear the name Shaun T, what comes to mind? For me, it's Beachbody INSANITY, and the entertaining infomercials. While time after time I've pon…

By: Maurice Nagle | 8/2/2017

TCN, Global Connect Win Patent Infringement Appeal
Cloud-based contact center solution provider TCN and cloud-based communications provider Global Connect announced this week that, after five-plus long…

By: Maurice Nagle | 8/2/2017

CXone: Cloud Powered, Contact Center Approved
This week, NICE launched NICE inContact CXone, what the company refers to as "the world's No. 1 customer experience platform."

By: Maurice Nagle | 8/1/2017

Data-Driven Insight Adds Value with Conversation Analyzer
NewVoiceMedia announced the arrival of its Summer '17 Release, which boasts a robust integrated speech analytics solution to empower customer service …

By: Maurice Nagle | 7/31/2017

Case Study Highlights Software Monetization Benefits
Industrial production software company Quadrature is using the Gemalto Sentinel Software Monetization solution. And Gemalto has published a case study…

By: Paula Bernier | 7/31/2017

Contact Center Solutions Week in Review: Aspect, Nuance, CallMiner & More
The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

By: Maurice Nagle | 7/29/2017

IVR to Digital Bridges Engagement Gap with AI
Nuance unveiled IVR to Digital, capable of taking customers seamlessly from phone calls to digital channels with enhanced assisted and self service. I…

By: Maurice Nagle | 7/26/2017

Quality Assurance Goes 'Zen'
A new partnership between Zenylitics and CallMiner intends to make every interaction in the contact center a moment of Zen, as Zenylitics will combine…

By: Maurice Nagle | 7/26/2017

What is the New Age of Telecom?
Given the company's growth since it first combined three prominent brands in 2013, I spoke to Coriant's CEO Shaygan Kheradpir to hear firsthand about …

By: Erik Linask | 7/25/2017

Aspect Via Enterprise Earns Product of the Year Award
TMC named Aspect's Via Enterprise a winner of the Communications Solutions Product of the Year Award. Aspect exists on the bleeding edge of contact ce…

By: Maurice Nagle | 7/25/2017

CallMiner Emphasizes Security & Compliance in Contact Center Call Recording
Regardless of the contact center solution you select for your call center, regulatory compliance and security must be front of mind in the selection p…

By: Maurice Nagle | 7/25/2017

Gemalto Launches Business Transformation Webinar Series
Gemalto has announced the launch of a series of customer webinars. The Sentinel customer business transformation webinar series will consist of four s…

By: Alicia Young | 7/24/2017

Contact Center Solutions Week in Review: TelStrat, TransPerfect, Chatbots & More
The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

By: Maurice Nagle | 7/22/2017