Latest News

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

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