Latest News

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

Multilingual Bots Mean Better Contact Center Success
When considering technology available to the contact center, consider the addition of bots that can handle more than one language.

By: Steve Anderson | 4/19/2017

5 Trends Every SaaS Sales Leader Needs to Know
The SaaS model - led by companies such as Microsoft and SalesForce - is attracting more disruptors than ever before. As new companies threaten marketp…

By: Special Guest | 4/18/2017

What Is Cloud Waste (And How Can You Prevent It)?
"Waste not, want not." That was one of the quips of Founding Father Benjamin Franklin. It couldn't be more timely advice in today's cloud computing wo…

By: Special Guest | 4/18/2017

Startup Overheads for Contact Centers in 2017
Opening up a contact center could be a great idea for some businesses. However, if you're considering opening up a contact center, there are a couple …

By: Special Guest | 4/18/2017

Cloud Computing and AI Are Merging Together
Cloud computing and artificial intelligence (AI) are two seemingly unrelated technologies that have already transformed how we engage with the world a…

By: Kayla Matthews | 4/12/2017

CTIntegrations Delivers More Solutions with CT Suite Release 3
The availability of CT Suite Release 3 from CTIntegrations is going to provide additional contact center solutions by giving agents more functions for…

By: Frank Griffin | 4/12/2017

Peak 10 Details Channel, Customer Strategy
Peak 10 is a national provider of cloud and colocation services. It is investing richly in the channel, and wants to increase the amount of business i…

By: Paula Bernier | 4/12/2017

Clarabridge's Contact Center Solution Delivers New Capability
A variety of new tools comes included with the Clarabridge contact center solution, including voice transcription and greater analytics capability.

By: Steve Anderson | 4/11/2017

CallTower and Five9 Deliver a Virtual Contact Center Solution
A new partnership between CallTower and Five9 is going to empower businesses with an enterprise virtual cloud contact center solution for Microsoft an…

By: Frank Griffin | 4/11/2017

IT and Business: In Search of the Golden Mean
In an ideal world, the business side of an enterprise is responsible for setting the revenue goals and then meeting them, while the IT side of the hou…

By: Special Guest | 4/11/2017

Smart Communications Announces New Contact Center Solution
London-based Smart Communications has announced the imminent release of new contact center solutions.

By: Andrew Bindelglass | 4/10/2017

The Evolving Business Model for High-Tech Equipment Manufacturers
Equipment manufacturers are already transitioning to a software-centric business model to remain competitive in today's technology climate. Having the…

By: Laura Stotler | 4/10/2017

Monetate Intelligent Personalization Engine Improves Customer Experience
The launch of the new Monetate Intelligent Personalization Engine will give consumer facing brands the ability to deliver individualized experiences a…

By: Frank Griffin | 4/10/2017

Transforming the Contact Center to Customer Engagement Center
Aspect will soon introduce Aspect Via, a new cloud-based solution that offers all the tools businesses need to take control of omnichannel customer in…

By: Tracey E. Schelmetic | 4/7/2017

Gap Shrinking in Cloud Computing
The gap in cloud computing between Amazon and Microsoft is shrinking, according to a new report.

By: Andrew Bindelglass | 4/6/2017

Magento Commerce Adds New Functionality
Magento Commerce has added some new functionality to the Magento Commerce Cloud. That includes new business intelligence, content management, payments…

By: Paula Bernier | 4/6/2017