Latest News

Nexidia Analytics Answers Cries for Contact Center Efficiency
CSU Contact selected NICE's cloud-based Nexidia Analytics solution to boost contact center efficiency, and the results speak resoundingly. The Brazili…

By: Maurice Nagle | 8/22/2017

NICE Compliance Center Comes to Market
Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-…

By: Maurice Nagle | 8/21/2017

Unstructured Content: An Untapped Fuel Source for AI and Machine Learning
Would you choose where to go on vacation if you could only access 10 to 20 percent of the reviews and information on a travel website? If you do, you …

By: Special Guest | 8/21/2017

Contact Center Solutions Week in Review: Fonolo, NewVoiceMedia, Verint & 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 | 8/19/2017

Fonolo Call-Back Now Available to Talkdesk Users
This week, Fonolo announced that its cloud-based call-back solutions are available to Talkdesk-powered contact centers, and are coming soon to AppConn…

By: Maurice Nagle | 8/17/2017

NewVoiceMedia Names New President & COO
NewVoiceMedia named Dennis Fois President and Chief Operating Officer. With Fois joining the team, he brings with him over 25 years of experience, whi…

By: Maurice Nagle | 8/16/2017

Devlin Joins ZOOM International
Communications industry veteran Bill Devlin has taken over as vice president of worldwide product management at ZOOM International. This news comes le…

By: Paula Bernier | 8/15/2017

Credit Card Company Chooses Verint Customer Engagement Solutions
Today, a leading credit card company announced the implementation of a number of Verint contact center solutions to transform operations and arm agent…

By: Maurice Nagle | 8/14/2017

Cloud Growth and Cloud Waste
According to Gartner, the global infrastructure as a service (IaaS) market will grow by 39 percent in 2017 to reach $35 billion by the end of the year…

By: Special Guest | 8/14/2017

Siemens Picks Gemalto, Again
Connected technology is changing customer expectations and the way business is done. For example, manufacturing now relies more on software than it di…

By: Paula Bernier | 8/14/2017

Contact Center Solutions Week in Review: L.L. Bean, GE, JetBlue & 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 | 8/12/2017

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