Latest News

IDC Canada Highlights Innovation in AI
Today, IDC Canada singled out a handful of Canadian firms developing AI-enabled interaction solutions, labeling, Flybits,, a…

By: Maurice Nagle | 12/18/2017

Great Wolf Resorts Deploys Interactions IVA
Great Wolf Resorts is deploying Interactions' Intelligent Virtual Assistants (IVA) solution to assist with guest pre-arrival to create the ultimate in…

By: Mandi Nowitz | 12/15/2017

Great Customer Service Breeds Brand Loyalty
IDC and LogMeIn conducted a study and learned what gained brand loyalty: level of customer service.

By: Mandi Nowitz | 12/14/2017

Philips Tells Its Transformation Tale
Here's what Jeroen Peeters, business process owner for software operations at Philips International, had to say at the recent Gemalto LicensingLive! E…

By: Paula Bernier | 12/13/2017

MiFID II Compliance is Quite NICE
Today, NICE unveiled the Automated Voice Trade Communication and Recording System Health Check capabilities as part of the NICE COMPASS suite. The NIC…

By: Maurice Nagle | 12/13/2017

The Chatbots are Here!
This week, eXalt Solutions unveiled its new chatbot interface for its Knowledge Work-as-a-Service platform, promising to provide a rich, contextual ex…

By: Maurice Nagle | 12/13/2017

IMImobile Brings Omnichannel Chat to CXexchange
IMImobile's omnichannel chat technology is now available on NICE inContact's CXexchange marketplace.

By: Paula Bernier | 12/11/2017

Contact Center Solutions Week in Review: SmartAction, Mitel, and More
Contact Center Solutions has had a fruitful week with SmartAction added to CXexchange and Mitel promoting machine-to-person communications. In an ever…

By: Mandi Nowitz | 12/9/2017

Pricing Differently: Gemalto's solution for Mobile App SDK Licensing
There's a growing demand for SDKs that can be embedded into other solutions. There's also a need to transform how SDKs are priced. But part of the cha…

By: Paula Bernier | 12/8/2017

Aspect Calls for Open Lines of Communication
Megan Butler, a Director at the Financial Conduct Authority (FCA), while speaking at the ICI Conference earlier this week, proclaimed that far too man…

By: Maurice Nagle | 12/7/2017

Mitel Survey Promotes Machine-to-Person Communications
Mitel survey: Seven in 10 believe machine-to-person communications can increase responsiveness and problem resolution.

By: Paula Bernier | 12/6/2017

Enghouse Interactive Unveils TouchPoint Agent
Today, Enghouse Interactive announced the release of TouchPoint Agent, a contact center offering for Microsoft Office 365 and Skype for Business Onlin…

By: Maurice Nagle | 12/5/2017

SmartAction Added to CXexchange
This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self…

By: Maurice Nagle | 12/5/2017

Contact Center Solutions Week in Review: Malindo, Convergys, and More
The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgr…

By: Mandi Nowitz | 12/2/2017

Opportunity Calling-Tapping Into Disability Recruitment for Call Center Staffing
Companies understand that there is no more critical point of engagement than between customers and call center representatives, yet employee turnover …

By: Special Guest | 12/1/2017

How to Execute a Successful Software Licensing Strategy
At Gemalto's LicensingLive! 2017 earlier this year, representatives from AVST, Juniper Networks, Philips, Sharp Electronics, Trimble, and Viavi Soluti…

By: Paula Bernier | 12/1/2017

Malindo Moves to Improve CX with Aspect Deployment
This week, Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The…

By: Maurice Nagle | 12/1/2017

An Introduction to Cloud Asset Management
The proliferation of Cloud is only set to continue, with predictions suggesting that over 80% of IT budgets will to be committed to Cloud apps and sol…

By: Special Guest | 11/29/2017

Trimble is Transforming the Way the World Works
Trimble is automating activation and licensing in an effort to become a software subscription giant.Since 1990 the company has acquired dozens of soft…

By: Paula Bernier | 11/28/2017

With Convergys Artificial Intelligence, Contact Centers Can Leverage Amazon Echo and Google Home
Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform. It's designed to deliver users a human-esqu…

By: Mandi Nowitz | 11/28/2017