Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017
The newest addition to Masergy's unified communications-as-a-service offering supports intelligent call routing and compatibility with Salesforce.com.
Posted February 07, 2017
Agent.AI, a provider of mobile customer service technologies, today released its CRM software platform, which includes intelligent tools designed to streamline customer support interactions for live chat agents.
Posted October 13, 2016
The enhancement allows contact centers to infuse Visual IVRs with data from their back-office systems.
Posted September 15, 2016
The acquisition will unite Nuance's IVR solutions and TouchCommerce's "omnichannel" offerings under a common umbrella. (Featured on DestinationCRM.com.
Posted July 21, 2016
iQventures, a provider of call center and call intelligence technologies, has joined IBM Watson's ecosystem, where it will leverage Watson's cognitive computing capabilities to bolster its SpeechiQ platform with speech and sentiment analytics.
Posted January 28, 2016
The nonprofit association Jobs4America recorded 22,265 new positions in the U.S. contact center industry in the third quarter of 2015. After subtracting the 5,678 jobs that were cut due to force reductions and closures, the firm recorded a net total of 16,587 new jobs created between July 1 and September 30.
Posted December 22, 2015
Revenue for the North American contact center solutions market indicates a growing preference for hosted services, but while companies are investing in the cloud, they are still relying on on-premises tools, which suggests there is ample room for growth among vendors, Frost & Sullivan finds.
Posted December 16, 2015