Latest News

4 Technologies Advancing the Contact Center Industry
As businesses today become more dependent on technology, it is imperative that companies keep abreast of every innovation. One of the many areas of bu…

By: Special Guest | 6/18/2019

Creating Custom IVR Applications for Your Contact Center
When most people think "IVR," they think of the basic inbound IVR systems that, frankly, don't do the modern IVR justice. Today's IVR systems can do m…

By: Erik Linask | 6/17/2019

CallCabinet, Call Journey Unveil Contact Center Solution
CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.

By: Maurice Nagle | 6/12/2019

Increasing Contact Center Efficiency While Reducing Costs
Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…

By: Erik Linask | 6/10/2019

New Growth and New Customers for 8x8 Contact Center
The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, re…

By: Tracey E. Schelmetic | 6/6/2019

NexusTek Redefines IT for SMBs with Four-Tiered MSP Offering
NexusTek has redefined its MSP practice with four managed services plans to eliminate the frustration SMBs feel around IT pricing, management, integra…

By: Erik Linask | 6/3/2019

Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective
How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…

By: Erik Linask | 6/3/2019

Promero, BrightPattern Partner to Provide Omnichannel
BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…

By: Maurice Nagle | 5/30/2019

Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …

By: Erik Linask | 5/28/2019

TechnologyOne Turns to Cloud Communications
Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…

By: Maurice Nagle | 5/20/2019

Making Your Entire Organization Part of the Unified Customer Experience
In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…

By: Erik Linask | 5/20/2019

Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

By: Maurice Nagle | 5/16/2019

Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

By: Erik Linask | 5/13/2019

TCN, Envision Team Up on Workforce Optimization
TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

By: Maurice Nagle | 5/8/2019

There Is No True Cloud Security Without Comprehensive Command and Control
The SANS Institute polled several hundred respondents across many industries, and findings included vulnerabilities in the approaches of technology, f…

By: Shrey Fadia | 5/8/2019

Will Artificial Intelligence Replace Agents in Your Contact Center?
Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

By: Erik Linask | 5/6/2019

Microservices and Security: A Connection Worth Making
On the trajectory from client-server to web to mobile and now to a world of extreme digital transformation, we're now fully into the age of microservi…

By: Shrey Fadia | 5/2/2019

Orchestrating the Edge, Ribbon Ties Up A Partnership with Westcon-Comstor for Cloud to Edge Technology Solution Distribution
Westcon-Comstor, a European-based, value-added technology distributor of solutions in data center, infrastructure, collaboration and security today an…

By: Arti Loftus | 4/30/2019

8 Reasons to Offer a Callback Service in Your Contact Center
Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

By: Erik Linask | 4/29/2019

A Hybrid Cloud Approach Practical for Contact Centers
Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

By: Laura Stotler | 4/29/2019