Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
Posted April 12, 2024
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
Premier BPO has launched Stafford Communications Group, a Canadian subsidiary.
Posted February 13, 2024
VOXDATA Solutions will extend Qualfon's global reach and language service offerings.
Posted February 08, 2024
Broadvoice AI brings the power of IVA and advanced IVR capabilities to SMBs and BPOs.
Posted January 17, 2024
Moneypenny's and VoiceNation's contact center solution helps prevent recruitment and staffing challenges.
Posted December 21, 2023
Azoth Analytics expects the worldwide market for customer experience outsourcing to grow at a compound annual rate of 9.9 percent for the next five years.
Posted November 14, 2023
Atento has turned to Microsoft Azure OpenAI Service to act as a pilot for customer service agents.
Posted November 01, 2023
Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023
Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on DestinationCRM.com.)
Posted September 01, 2023
Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023
Limitless Secure Access creates new levels of security for an expanded pool of GigCX professionals.
Posted June 13, 2023
TDCX is launching operations in Sao Paolo, Brazil, to support a game developer.
Posted May 18, 2023
Lifesize is undertaking a reorganization following its Chapter 11 filing.
Posted May 18, 2023
Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023
Contact center outsourcer to launch operations in Cairo and Lodz.
Posted January 25, 2023
Everest Group says growth in customer experience management outsourcing will continue as companies seek to maximize customer retention in face of recessionary climate.
Posted January 11, 2023
InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023
The deal between Sitel and Majorel that was originally announced in June has broken down.
Posted September 21, 2022
CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022
Technavio expects only 3.96 percent annual growth for the worldwide contact center outsourcing market through 2027.
Posted August 26, 2022
Alorica has turned to Sanas to deliver real-time accent translation capabilities and remove dialect-based friction from customer contacts.
Posted June 24, 2022
24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022
Sitel and Majorel together would create one company with 240,000 employees worldwide.
Posted June 20, 2022
ConneXio Cloud is a suite of contact center and CRM software and services.
Posted June 01, 2022
Contact center outsourcer ContactUs has undergone a rebranding that brings a new customer engagement strategy.
Posted April 20, 2022
GigCX in some respects is better at customer service than traditional company agents in a contact center.
Posted March 08, 2022
When renovating your customer experiences, hiring a customer experience-as-a-service contractor might be the way to go.
Posted February 25, 2022
Companies looking to transform their customer service operations should look to partners with digital-first capabilities, Avasant advises.
Posted February 04, 2022
Atento's new service allows hearing-impaired consumers to be attended to in sign language through videoconferencing.
Posted January 18, 2022
Senture acquisition strengthens Teleperformance's position in government services.
Posted December 30, 2021
SOC 2 certification means Quality Contact Solutions met standards for data security and availability.
Posted December 13, 2021
Worldwide, we're seeing gaps in the supply chain due to shortages of products, but the CX economy is also experiencing gaps. Here's what can be done.
Posted November 15, 2021
The OneLink acquisition positions Webhelp to expand operations in the Americas.
Posted July 14, 2021
The combined contact center outsourcing company will employ 155,000 people in 39 countries, serving more than 600 clients in more than 50 languages.
Posted June 18, 2021
Atento's Virtual Hub is a management center for work-from-home CX agents. (Featured on DestinationCRM.com.)
Posted May 28, 2021
Talkdesk is partnering with customer experience consultancy PPT Solutions to offer administrative services for contact centers.
Posted April 14, 2021
Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021
Uniphore's partnership with Tech Mahindra brings optimized contact center operations for the work-from-home era.
Posted December 09, 2020
The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020
Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020
EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions.
Posted September 14, 2020
The VoiceFoundry acquisition adds Amazon Connect cloud contact center to TTEC's Humanify Cloud CX ecosystem.
Posted August 05, 2020
Firstsource Solutions can now add Zappix's visual IVR to its contact center offerings.
Posted July 16, 2020
Lifesize and Serenova announced a united corporate brand following their merger in March.
Posted June 19, 2020
Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020
Latin American outsourcers need to provide mare value for clients to remain competitive, Frost & Sullivan contends.
Posted February 14, 2020
Koncept Analytics expects the global outsourced customer experience market to reach $81.5 billion in 2023, growing at a compound annual rate of 3.51 percent.
Posted January 31, 2020
The $1 billion deal adds scale, enhances TELUS' solutions portfolio, and expands its European presence.
Posted December 05, 2019
The Insight Partners expects robust growth in customer care outsourcing in Europe.
Posted October 08, 2019