[24]7 Gains Virtual Assistance Technology with IntelliResponse Acquisition

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Intelligent virtual assistance gives [24]7 self-service capabilities.

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Kana Enterprise Platform Revamp Is All About Engaging the Customer

Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.

Michele Masterson | Nov 10, 2014
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Why IBM Tapped Twitter

Big Blue steps away from its hardware cocoon and incorporates social into its strategies.

Michele Masterson | Nov 06, 2014
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Aberdeen Research: 3 Hot Contact Center Trends to Watch in 2015

WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.

Michele Masterson | Oct 30, 2014
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Why You Should Treat Your Contact Center Agents as Well as You Do Your Customers

Attrition is the bane of contact centers. If you want to hold on to your best agents, engage them the way you would your customers.

Michele Masterson | Oct 23, 2014
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Contact Centers Cuddle Up to Intelligent Virtual Assistants

Cold software combined with warm bodies equals happy customer care.

Michele Masterson | Oct 14, 2014
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Five9 Fall Release Dives Deeper into CRM Pool; Amps Up Oracle and Zendesk Integrations

Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.

Michele Masterson | Oct 09, 2014
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Is Your Customer Engagement in Sync with the Digital Disruption?

The convergence of technology shifts means looking at users based on their digital proficiency.

Michele Masterson | Oct 02, 2014