Latest News

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

Artificial Intelligence Marks the Genesys of Knowledge Entrepreneurs
It really comes down to one question: How can we leverage technology to create the best imaginable customer experience. After all, along with marvelou…

By: Erik Linask | 6/27/2017

Data Striim-ing for Real-time Actionable Business Intelligence
Those same consumers, however, are also employees, analysts, and executives, but the business world, as it often does, lags behind consumer trends (th…

By: Erik Linask | 6/26/2017

Intelestream Improves CRM Functionality with Cloud Communications
Intelestream has integrated cloud communications to improve CRM functionality and business productivity with reporting and call data so managers and a…

By: Michael Guta | 6/26/2017

Driving Operational Efficiency in the Digital Supply Chain
There are many complexities to think about when it comes to creating software-based processes and virtual deliverables, including different customer e…

By: Tracey E. Schelmetic | 6/26/2017

Contact Center Solutions Week in Review: Aspect, Elision Technolab, Selectra
Artificial intelligence, omnichannel customer care, and cloud-based and on-premises contact centers all made headlines this week in Contact Center Sol…

By: Paula Bernier | 6/24/2017

Business Cloud Communications Growing Rapidly
A recent study has found that the business cloud communications market is growing by 23 percent annually.

By: Andrew Bindelglass | 6/22/2017

Contact Center Gets New Boost from Aspect Via 17
Aspect Software rolls out Aspect Via 17, a system that addresses a wide range of desirable points in the contact center environment.

By: Steve Anderson | 6/22/2017

AI Won't Replace Human Contact Center Agents Anytime Soon
Gartner has predicted that, by 2020, 85 percent of all customer interactions will no longer be managed by humans. This isn't to say that humans won't …

By: Tracey E. Schelmetic | 6/21/2017

Elision Technolab Delivers Contact Center Solution to PMC Bank
Elision Technolab delivers a turnkey contact center solution to PMC Bank to address the challenges it's faced in delivering quality customer support f…

By: Michael Guta | 6/21/2017

Selectra Sheds Infrastructure for ContactWorld Contact Center Solution
Today, NewVoiceMedia announced that Selectra signed a three year deal to leverage the ContactWorld for Service Platform. ContactWorld will replace the…

By: Maurice Nagle | 6/20/2017

Snell Chooses Gemalto Sentinel for Its On Demand Framework
Broadcast and post-production technology solutions provider Snell developed its Snell On Demand Framework to address the needs of a rapidly changing m…

By: Tracey E. Schelmetic | 6/19/2017

Contact Center Solutions Week in Review: Enghouse Interactive, MetroNaps, Oracle
Contact Center Solutions this week tackled the topics of cloud contact centers, rest, service in the age of social support, and WebRTC.

By: Paula Bernier | 6/17/2017

Hitachi Content Platform Portfolio Improves Cloud Computing Efficiency
The Hitachi Content Platform Portfolio has been updated to improve the efficiency of cloud computing and multi-cloud environments to achieve higher sa…

By: Michael Guta | 6/15/2017

Service in the Age of Social Support
In the last decade, consumers have increasingly sought out social platforms as channels to both engage with brands and to consult with their highly-co…

By: Special Guest | 6/15/2017

ParkMyCloud Now Supports Auto Scheduling for Google Cloud Platform
ParkMyCloud announced it now supports the Google Cloud Platform (GCP) in addition to Amazon Web Services (AWS) and Microsoft Azure, which brings three…

By: Frank Griffin | 6/14/2017

How Short Rests Can Improve Call Center Performance
Research shows that taking a nap improves workers' alertness, productivity and receptiveness to learning, and call centers that have installed short-r…

By: Special Guest | 6/14/2017

GENBAND, Five9 Partner to Put Power of WebRTC in Contact Centers
Today, contact center solution provider Five9 and GENBAND announced a newly minted partnership. Now, Five9's contact center customers can put the powe…

By: Maurice Nagle | 6/14/2017

Mistakes to Avoid When Using Cloud Contact Center Technology
Cloud technology has transformed the industry by effectively removing the need for enterprises to own, operate and manage an on-site contact center sy…

By: Special Guest | 6/12/2017

Mistakes to Avoid When Using Cloud Contact Center Technology
Cloud technology has transformed the industry by effectively removing the need for enterprises to own, operate and manage an on-site contact center sy…

By: Special Guest | 6/12/2017