Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.
Big Blue steps away from its hardware cocoon and incorporates social into its strategies.
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.
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.
Cold software combined with warm bodies equals happy customer care.
Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.
The convergence of technology shifts means looking at users based on their digital proficiency.