Latest News

Traditional Contact Center, Customer Service Solutions Must Update
A new report from Axway calls for advances in the contact center and customer service fields to better address the needs of today's consumer.

By: Steve Anderson | 5/4/2017

Mark III Systems Calls in Contact Center Help from Watson
Mark III Systems turns to IBM Cloud and Watson to launch a new contact center solution.

By: Steve Anderson | 5/3/2017

What to Expect in Cloud Computing
A string of forecasts have emerged for cloud computing, and the news looks reasonably good going forward.

By: Steve Anderson | 5/3/2017

This Is Why We Aren't Seeing More Cloud Startups
Cloud computing and storage services used to be extremely expensive, and it was a space that didn't see a lot of innovation or change. But all of that…

By: Kayla Matthews | 5/3/2017

Seeking a Self-Service Contact Center Solution? The Search is Over
A leader in the cloud contact center space, Aspect Software announced the arrival of CXP 17 this week, which empowers developers with a number of enha…

By: Maurice Nagle | 5/3/2017

Five9 Delivers Virtual Contact Center for Financial Services Firm
This week, Five9 announced a financial services company selected its cloud-based, Virtual Contact Center (VCC) solution. The financial services compan…

By: Maurice Nagle | 5/2/2017

Still Afraid of the Cloud? You Shouldn't Be
Despite the fact that the cloud has now been around for years, and is accepted by the tech community as a legitimate resource, it still remains an eni…

By: Alicia Young | 5/1/2017

Transforming a Multichannel Contact Center into an Omnichannel Powerhouse
Contact centers have evolved from neutral communications centers, offering an excellent product at an affordable price, into major drivers of company …

By: ASC Horizons | 5/1/2017

Broadcast Company Snell Moves to Software-Centric Licensing and Monetization
Snell, which specializes in broadcast and post production technologies, implemented Gemalto's Sentinel solutions to meet the licensing and monetizatio…

By: Laura Stotler | 5/1/2017

Top-down vs. Bottom-up Approaches to Moving to Cloud
Many companies and government agencies adopt a "top-down" approach in setting IT policy, making sure technology is secure before approving it for orga…

By: Special Guest | 4/28/2017

Cloud Computing Market to Hit $41.7B in 2017
The latest IDC Worldwide Quarterly Cloud IT Infrastructure Tracker has revealed a 15.3 percent increase in cloud computing for 2017, with a total mark…

By: Michael Guta | 4/27/2017

Chatbots Key 'Aspect' to Future of Contact Center Solutions
Today, Aspect Software announced the Aspect Software NLU Lab, tasked with providing a best practice resource, sharing forum, use cases as well as desi…

By: Maurice Nagle | 4/26/2017

TalkIQ Translates VoC with Predictive Insights
TalkIQ's announced the newest addition to its platform: Predictive Insights. The solution offers actionable insight and forecasting for sales, CSAT sc…

By: Maurice Nagle | 4/25/2017

Cognitive Technologies Make Contact Center Solutions Smarter
A recent report by Aberdeen Group entitled, "Cognitive Customer Experience: The Future Is Here" found that the implementation of cognitive technologie…

By: Tracey E. Schelmetic | 4/25/2017

Cloud-Based Software Licensing a Helpful Tool for Customer Satisfaction
Customer satisfaction is becoming the biggest competitive differentiator for businesses. Software licensing and monetization solutions like Gemalto's …

By: Laura Stotler | 4/24/2017

Westcon-Comstor System Improves Contact Centers
Westcon-Comstor recently brought in a new addition to its BlueSky marketplace: the Servion ServCloud contact-center-as-a-service (CCaaS) system.

By: Steve Anderson | 4/24/2017

Automated Empathy in the Contact Center of the Future
The future contact center will make use of artificial intelligence (AI) to better route customers to the appropriate agent and analyze and react to em…

By: Laura Stotler | 4/24/2017

Contact Center Solutions Week in Review: Amazon, CallTower, Communications 20/20
Contact Center Solutions Week in Review over the past five days has talked about how artificial intelligence will raise the stakes for contact center …

By: Paula Bernier | 4/22/2017

Natural Language Processing Will Grow Into New Applications
While analytics of data plays a large role in the advancement of contact center solutions, natural language processing (NLP) has also pushed customer …

By: Tracey E. Schelmetic | 4/21/2017

AI Will Raise the Stakes for Contact Center Solutions
With Amazon's recent addition to the contact center solutions space - Amazon Connect is a cloud-based contact center solution based on the company's "…

By: Tracey E. Schelmetic | 4/20/2017