Latest News

Contact Center Analytics Market Set to Grow Substantially to 2022
According to MarketsandMarkets' new report, the contact center analytics market is expected to grow from $709.5 million in 2017 to $1,483.6 million by…

By: Alicia Young | 7/21/2017

TelStrat Receives Recognition from CIOReview
Engage WFO's success is one of the main reasons why TelStrat has been recognized as one of the 20 Most Promising Contact Center Technology Solution Pr…

By: Alicia Young | 7/20/2017

TransPerfect Renames Remote Interpreting Division
TransPerfect has renamed its Remote Interpreting Division to TransPerfect Connect in an effort to express that the company does more than interpretati…

By: Paula Bernier | 7/20/2017

To the Chatbots Go the Spoils: Emerging Trends Your Business Must Address
In mid-June, online retail giant Amazon made waves in the business world when it was announced that the company would be acquiring grocery chain Whole…

By: Keith Batter | 7/17/2017

Software Monetization Addresses New Business Models
Customer expectations are changing and that means that business models are changing too. Increasingly, organizations are offering outcomes and service…

By: Paula Bernier | 7/17/2017

Contact Center Solutions Week in Review: Genesys, Avaya, Apple & More
The contact center serves on the front line of customer service. Equipped with an arsenal of omnichannel contact center solutions, the space is chock …

By: Maurice Nagle | 7/15/2017

Avaya Innovates with New CX Cloud
Avaya late last month took the wraps off a new cloud-based customer service solution that provides some pretty interesting and forward-looking capabil…

By: Paula Bernier | 7/13/2017

Apple Moves to Grab a Slice of the Contact Center
Apple is reportedly building a strategy to get into the contact center space. Michael F. Finneran, president of advisory firm dBrn Associates Inc., po…

By: Paula Bernier | 7/13/2017

Opportunities Arise When Agents and Chatbots Work Together
The Aspect Agent Experience hammered home the positive effect chatbots can bring to the contact center, and specifically the agent experience. While o…

By: Maurice Nagle | 7/11/2017

Closing the CX Gap
The CX Gap is broadly defined as that widening void where service delivery mechanisms fail to meet baseline customer needs or expectations. Anyone who…

By: Special Guest | 7/10/2017

Gemalto Addresses Growing Popularity of Software in Hardware-centric Devices
Companies of all types are beginning to see the value of leveraging software to differentiate their offerings in the marketplace.

By: Paula Bernier | 7/10/2017

If You Build It...
Given the explosion of channels available to consumers, you'd think that we'd see a dramatic reduction in more traditional channels over the past few …

By: Elaine Cascio | 7/6/2017

Self-Service: Help Those Who Help Themselves
The way brands and retailers have operated their businesses has changed significantly over the years due to technology such as the internet, online sh…

By: Special Guest | 7/6/2017

Bright Pattern Partners to Improve Contact Center Solutions
In a move to augment its contact center solutions, Bright Pattern announced a partnership with The Data Group allowing users of Bright Pattern Contact…

By: Maurice Nagle | 7/6/2017

New Solution Fights Contact Center Fraud
According to research firm Aite Group, by 2020 U.S. account takeover losses enabled by contact centers will reach $775 million, a 97 percent increase …

By: Alicia Young | 7/5/2017

New Opportunities and Challenges for Embedded Software Companies
Today, there are more opportunities for the makers of embedded software to create future revenue streams by properly leveraging their intellectual pro…

By: Tracey E. Schelmetic | 7/3/2017

Optimize Digital Customer Experiences with Upstream Works Contact Center Solution
The latest version of Upstream Works Software contact center solution will optimize the digital customer experience by providing consistency across th…

By: Michael Guta | 7/3/2017

Contact Center Solutions Week in Review: Intelestream, Genesys, Vonage & More
The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.

By: Alicia Young | 7/1/2017

DMG: NICE is Contact Center WFO Leader
NICE is the contact center workforce optimization solution leader, according to a new report by DMG Consulting LLC.

By: Paula Bernier | 6/29/2017

Vonage 'inContact' with Customer Experience
This week, Vonage announced a deepened partnership with cloud contact center software firm inContact to create a comprehensive platform to improve the…

By: Maurice Nagle | 6/29/2017