Latest News

Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service
Self-service is important to the contact center for many reasons. For starters, most people who get in touch with your company WANT to resolve their o…

By: Tracey E. Schelmetic | 4/2/2019

Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement
There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…

By: Special Guest | 4/1/2019

How to Succeed with Proactive IVR Campaigns
While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including m…

By: Erik Linask | 4/1/2019

Noble Systems Making Contact Center Migration to Cloud Easy
A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.

By: Erik Linask | 3/29/2019

Why Context is Key to a Personalized Customer Experience
In today's digital age, where just about anything can be accomplished online, customers have taken to self-service options as a first step in problem …

By: Erik Linask | 3/25/2019

Noble Systems Shines at Enterprise Connect
Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…

By: Maurice Nagle | 3/19/2019

Using Caller Intent to Enhance Customer Experience
We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer d…

By: Erik Linask | 3/19/2019

Billing in a Multicloud World: The Great Challenge
If left unattended, the costs associated with multicloud environment can quickly get out of control.

By: Lenildo Morais | 3/14/2019

Five9 Finds Smart Messaging in WEBTEXT
WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…

By: Maurice Nagle | 3/11/2019

On Hold No More: Callback and InQueue Self-Service Options
Waiting on hold can be one of the most frustrating experiences for customers and, even if issues are ultimately resolved, there is often a negative pe…

By: Erik Linask | 3/11/2019

Research Reveals IT/Cloud Professionals Rate Network Efficiency Number One Priority for Optimizing Data Center Performance
Efficiency and effectively reducing costs are the leading challenges internationally for today's data centers. In most situations, data centers are no…

By: Arti Loftus | 3/6/2019

Nuance Unveils New Agent AI Contact Center Bundle
Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insigh…

By: Maurice Nagle | 3/5/2019

9 Ways Automation Will Improve Customer Experience
Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key element…

By: Erik Linask | 3/4/2019

Radisys Adds Advanced Speech Recognition to Its MediaEngine Product
As the world becomes more automated and communications become smarter and more analytical, speech recognition becomes a critical element of communicat…

By: Tracey E. Schelmetic | 2/26/2019

Ribbon Showcases Portfolio of Communications Software Solutions at MWC Barcelona 2019
Ribbon Communications Inc. - a global software leader in secure and intelligent cloud communications will be amongst other big names displaying how le…

By: Arti Loftus | 2/26/2019

Governance as Code: Keeping Pace with the Rate of Change in the Cloud
The rate of change in the cloud has surpassed the capability of humans to keep pace. So, has "digital transformation" evolved from an amorphous buzzwo…

By: Lenildo Morais | 2/26/2019

Eliminating Customer Frustrations with Self-Service Options
Good self-service options not only solve customers' problems, but they also give customers a sense of accomplishment and reduce the frustration that o…

By: Erik Linask | 2/25/2019

NovelVox Unveils Credit Union Unity
This week, NovelVox unveiled the Credit Union Unity portfolio for contact centers. The newly released suite is geared to meet the specific needs - i.e…

By: Maurice Nagle | 2/22/2019

The Need for Disaggregated Cloud Infrastructures
The need to disaggregate compute and storage resources is now an IT priority so that organizations can stretch their dollars and improve the utilizati…

By: Special Guest | 2/21/2019

Managed Cloud Services Offer Advantages for Financial Institutions
Managed private cloud services help middle market companies meet customers' specific business and regulatory requirements through customization within…

By: Special Guest | 2/20/2019