Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018
Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018
Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018
Verint's growing line of SMB-specific solutions now includes recording, quality management, and workforce optimization solutions.
Posted February 27, 2018
CXone Agent for Salesforce add's NICE's Workforce Optimization to Salesforce.com's unified desktop.
Posted January 22, 2018
Cogito Dialog now evaluates behavioral signals, provides live guidance to phone representatives.
Posted January 09, 2018
Kronos's workforce management solution now includes Vocantas' communications technology for employee absence reporting, outbound automated shift call outs, and emergency notifications.
Posted November 14, 2017
Verint AQM automates scoring of up to 100 percent of agent calls.
Posted November 01, 2017
NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.
Posted October 12, 2017
The latest NICE Workforce Management solution leverages artificial intelligence to improve forecasting and usability.
Posted October 05, 2017
8x8's new suite of products unifies communications, collaboration and contact center solutions with analytics.
Posted October 04, 2017
IR has launched its Prognosis UC Assessor as a cloud-based service and has added support for Microsoft Teams.
Posted September 26, 2017
NICE CXone WFO brings workforce optimization to Amazon Connect users.
Posted September 21, 2017
iBenchmark enhances CXone with benchmark data for contact center operations.
Posted September 14, 2017
Bright Pattern now integrates with Monet WFM to provide a complete all-in-one contact center solution.
Posted September 12, 2017
A new international standard has been published to help contact centers improve the customer experience.
Posted September 05, 2017
A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017
ZOSE is a search engine designed for omnichannel contact center optimization.
Posted August 16, 2017
Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017
NVM becomes a Verint Workforce Management reseller.
Posted July 10, 2017
Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017
COPC's RevealCX is a quality monitoring and business intelligence software package for contact centers.
Posted June 28, 2017
Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.
Posted June 09, 2017
CSI's latest Cisco certification enhances user capabilities to include a full range of customer engagement and agent empowerment features.
Posted May 30, 2017
The move brings agent forecasting and scheduling tools to the Bright Pattern cloud contact center suite.
Posted May 16, 2017
Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.
Posted May 12, 2017
To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Posted April 28, 2017
NICE Evolve now offers staff forecasting functionality for contact centers.
Posted April 26, 2017
Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution.
Posted April 18, 2017
With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017
Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017
A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017
8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017
The contact center consulting firm has added CX Health Check, CX Snapshotz, and CX Evaluation to its portfolio of services.
Posted March 17, 2017
New Virtual Observer workforce optimization features combine agent performance measurement and quality management.
Posted March 17, 2017
NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017
Bright Pattern has integrated its cloud contact center software with Oracle RightNow CRM.
Posted February 28, 2017
The acquisition of Silver Lining Solutions helps Genesys enrich its workforce optimization product offerings.
Posted February 27, 2017
CafeX's real-time agent monitoring and coaching application is compatible with Avaya Aura customer engagement solutions.
Posted February 17, 2017
Verint is partnering with Frontline Services to bring its workforce optimization portfolio to the Dutch market.
Posted February 16, 2017
Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017
Mila's integration with Slack allows contact center employees to manage workforce issues within the collaboration platform.
Posted February 02, 2017
The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017
New feature helps contact center leaders better manage their service level agreements.
Posted January 19, 2017
The Noble Composer 11 upgrade offers increased agent flexibility and efficiency.
Posted January 19, 2017
The contact center recording solution has been certified to support Microsoft's unified communications platform.
Posted January 18, 2017
How to make the build, buy, or outsource decision.
Posted January 17, 2017
Before employee engagement in a contact center can be successful, a strong cultural foundation must be laid, which requires a strategic approach to hiring, training, engagement, and evaluation by human resources and contact center leaders.
Posted January 10, 2017
Verint Mobile Work View extends contact center employee engagement on mobile devices.
Posted January 04, 2017
How to supercharge your customer service team.
Posted January 03, 2017