News Briefs

The integration between CSI and Clarity Connect brings complete workforce optimization capabilities for contact centers using Skype for Business.
Posted February 02, 2016

Indosoft's next-generation software integrates unified communications and CRM.
Posted February 01, 2016

CallTower is now paring its hosted Skype for Business' unified communications platform with a robust contact center solution
Posted January 29, 2016

Fathom Voice's business communications product suite passes HIPAA security standards.
Posted January 29, 2016

Cogent now leverages Voxbone's direct inward dialing numbers to ensure high-quality voice services when helping customers or speaking with colleagues in other offices.
Posted January 28, 2016

Numonis's Recite SPE version lets telcos and shared contact centers record interactions for quality management and revenue generation.
Posted January 27, 2016

Freshdesk's partnering with Intuit will help small businesses save time with customer service, billing, and invoicing.
Posted January 27, 2016

OpenScape Contact Center v9 features a new user interface with a 360-degree customer view.
Posted January 26, 2016

Performance Analytics is a cloud-based contact center reporting and analytics system.
Posted January 25, 2016

Fathom Voice, through its Fathom Startup program, is offering startups a free year of phone service, CRM, and contact center software.
Posted January 22, 2016

CafeX signs CCT as its first German partner to gain a foothold in central Europe.
Posted January 21, 2016

The initial rollout will allow SMBs to take payments and deliver appointment reminders over the phone.
Posted January 21, 2016

Mitel rolls out its software-based phone and contact center solutions with 3 in Denmark and Sweden.
Posted January 20, 2016

Automatic call scoring is based on machine learning and predictive analytics technologies. (Featured on
Posted January 20, 2016

NuBot 3.12 enables organizations to test their telephony infrastructures and contact centers from end to end. (Featured on
Posted January 20, 2016

New management tools, workflow enhancements, and a community-as-a-service deployment model round out the enhancements to Telligent Community. (Featured on
Posted January 20, 2016

Integration provides Microsoft Skype for Business users with a unified communications environment.
Posted January 15, 2016

Attensity Europe breaks away from its U.S. parent company and strengthens its focus on omnichannel customer service.
Posted January 13, 2016

Black Box expands its reseller agreement with Aspect for its cloud contact center offerings.
Posted January 13, 2016

Noble's cloud and CRM integration is expected to help Barry University enhance admissions and recruiting processes.
Posted January 13, 2016

DCXT includes Creative Virtual's V-Person virtual assistant technology. (Featured on
Posted January 11, 2016

Revenue for the Latin American contact center systems market dwindled, from $266 million in 2014 to $248.5 million in 2015, but it is expected to recover and reach $339.9 million by 2020, Frost & Sullivan noted.
Posted January 05, 2016

8x8's latest patent relates to a user interface associated with a networked contact center.
Posted January 05, 2016

Listing in the Oracle Cloud Marketplace offers added value to Oracle Service Cloud users.
Posted December 31, 2015

NICE Engage brings more multichannel capabilities and management tools to contact centers. (Featured on>.)
Posted December 22, 2015

Cisco contact centers can add a video channel to personalize customer care.
Posted December 21, 2015

NoHold's Web self-service technology has expanded its language support.
Posted December 18, 2015

The former contact center business of Working Solutions has acquired Bolder Thinking, a provider of cloud-based contact center software.
Posted December 16, 2015

Freshdesk's latest acquisition expands its omnichannel customer support offerings.
Posted December 16, 2015

Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents.
Posted December 15, 2015

Dialogic PowerMedia XMS will enhance NewNet's VoltDelta customer experience applications.
Posted December 14, 2015

Customer service agents using SAP Cloud for Customer can now engage people on chat apps like WeChat and Viber.
Posted December 14, 2015

The merger brings together two cloud contact center solutions providers.
Posted December 14, 2015

Joint solutions will blend live operator-assisted and artificial intelligence-driven conversations. (Featured on
Posted December 11, 2015

Fathom Connect is a cloud-based phone system for SMBs that offers call tracking and recording, voicemail-to-email transcription, click-to-call, call monitoring, and more.
Posted December 11, 2015

OpenMarket's Mobile Engagement Platform has uses for contact centers, marketing, and employee collaboration.
Posted December 10, 2015

The difference in memorable customer experiences is the employees with whom consumers interact.
Posted December 10, 2015

Promero plans to leverage Enghouse Interactive's Contact Center: Service Provider (CCSP) 7.2 software for its Promero Call Center Omni Channel solution.
Posted December 10, 2015

The partnership will address staffing allocation and extend appointment analytics into workforce optimization for retail banks.
Posted December 09, 2015

Changes include new systems integrator and telco/carrier programs and enhancements to simplify partner engagement.
Posted December 08, 2015

Vidyo's video communications platform is now available to Genesys customers through an integration with the Genesys omnichannel customer experience platform.
Posted December 08, 2015

Thje U.S. patent covers call routing over IP communications.
Posted December 03, 2015

United Airlines plans to equip customer service representatives in its U.S. hubs with Apple's iPhone 6 Plus, enabling them to meet customers' needs more quickly while having access to additional operational information at their fingertips.
Posted December 02, 2015

European customers will show greater preference for technology-based services than agent-based services, finds Frost & Sullivan.
Posted December 02, 2015

Leadership announcement aligns customer experience to a new executive position.
Posted December 01, 2015

Micrososft Outlook users can create customer support tickets right from within the Office 365 email client.
Posted November 18, 2015

Bright Pattern updated its call center software that extends Zendesk's cloud-based customer service platform with omnichannel cloud contact center capabilities.
Posted November 18, 2015

UserCare Software helps mobile app publishers add real-time customer service and customer relationship management within their apps.
Posted November 16, 2015

The global market for cloud-based contact centers is expected to surge from its current level of $4.68 billion to $14.71 billion by 2020, according to MarketsandMarkets research.
Posted November 12, 2015

HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand.
Posted November 11, 2015