Latest News

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

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