Latest News

Pegasystems Using AI for Efficiency
Pegasystems Inc. announced new AI and virtual assistant capabilities in Pega solutions. Resolution time is lessened, errors eliminated, customer satis…

By: Mandi Nowitz | 11/2/2017

Top Leadership Skills for Management in Contact Centers
In an industry where attrition is notoriously high and retention low, contact center management is tasked with motivating agents on a daily basis. The…

By: Mandi Nowitz | 11/2/2017

Altura and Datatel to Deliver Healthcare Contact Center Optimization
Altura Center Communications and Datatel Communications Inc. have teamed up to deliver healthcare enhanced cash flow acceleration solutions. These sol…

By: Mandi Nowitz | 10/30/2017

Solvvy Raises $12 Million to Fix Customer Service Industry with AI
Solvvy announced it has raised $12 million in funding to increase its total funding to $16.5 million.

By: Mandi Nowitz | 10/30/2017

Reports: Customer Satisfaction is on the Decline
ACSI: Customer satisfaction fell in 2Q for first time since 4Q 2015. Forrester: No improvement for traditional retailers. The American Customer Satisf…

By: Paula Bernier | 10/27/2017

Why Cisco, Others Are Introducing Subscriptions
Software subscriptions can provide customers with more flexibility, and suppliers with better profits. This morning, Cisco introduced wireless softwar…

By: Paula Bernier | 10/27/2017

Amazon Connects with USAN Visual IVR
This week, USAN announced the availability of its Visual IVR for Amazon Connect on the AWS Marketplace. The cloud contact center solution easily integ…

By: Maurice Nagle | 10/26/2017

Aspect Adds Cloud Vet to Cloud Operations Team
This week, Aspect Software announced a new member to its management team, as Tom Davies is the new Senior Vice President of Cloud Operations. Bringing…

By: Maurice Nagle | 10/24/2017

How the Cloud Can Inspire Loyalty Across Customer Interaction Channels
Not long ago, customers that needed to speak with a company sales or service representative had two choices: physically go to their location (in the c…

By: Special Guest | 10/23/2017

Serenova Strengthens Portfolio with TelStrat Purchase
Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…

By: Maurice Nagle | 10/23/2017

Contact Center Solutions Week in Review: Telax, Antlion, and More
Contact Center Solutions did not have a shortage of excitement at all. It was a week filled with news and introductions but just in case you missed an…

By: Mandi Nowitz | 10/21/2017

Cloud-Native Contact Centers Aim to Stop Customer Turnover
When turnover results from poor customer service, the entire customer service organization, including solution vendors, comes under fire. Of late, a p…

By: Mandi Nowitz | 10/20/2017

Antlion Audio Transforms Headphones Into VoIP Headsets
Antlion Audio announced its latest offering, ModMic Business, its first business-focused offering - it turns all headphones into high-performance VoIP…

By: Mandi Nowitz | 10/20/2017

NurseConnect Enables Exceptional Patient Engagement
Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty dru…

By: Maurice Nagle | 10/20/2017

Telax to Power Digitcom Canada Offering
Digitcom Canada, a telecommunications service provider that been around for a quarter century, has come out with a new cloud-based contact center solu…

By: Paula Bernier | 10/19/2017

Israeli Bank Invests in Visual IVR
Israel's Bank Leumi has deployed the CallVU visual IVR and agent-customer collaboration platform. It's enabling the bank to direct more activity to di…

By: Paula Bernier | 10/19/2017

Seamless and Personalized Customer Experience Focus of Today's Contact Center
ISG evaluated 19 contact center services with four buyer archetypes to draw its conclusions. Importantly, ISG notes that we are living in a customer-d…

By: Mandi Nowitz | 10/13/2017

Avaya Contact Center Upgraded by WEBTEXT with Facebook Messaging
Avaya took note of behavioral changes and asked WEBTEXT to help integrate a P2P messaging service into its contact center platforms.

By: Mandi Nowitz | 10/13/2017

Assisting Advisors in Delivering Great Service
Advisors need just as much assistance in knowing how to deliver great service as the staff and agents they supervise. In order to teach, advisors must…

By: Mandi Nowitz | 10/13/2017

Indonesian Airport Introduces Video Contact Center
Indonesian airport, Soekarno-Hatta, has introduced a video contact center to allow travelers to talk face-to-face with customer service agents when ai…

By: Mandi Nowitz | 10/12/2017