Agility, Speed Essential for Contact Center, Genesys Xperience Speakers Stress

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Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments. (Featured on DestinationCRM.com.)

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Genesys Doubles Down on AI at Its Xperience Conference

Conference speakers identify artificial intelligence and related technologies as the key to handling the explosion of contact center communications. (Featured on DestinationCRM.com.)

Jun 11, 2019
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NICE Unveils Quality Central Insight

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.

Jun 06, 2019
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Kustomer Secures $40 Million in Funding for Its Omnichannel Service Platform

The solution pulls in data from different service channels and apps to deliver customer service on a single platform, enabling agents to bring greater context to customer relationships.

Maria Minsker | May 31, 2019
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Contact Centers Shifting to AI, Aragon Research Finds

The contact center software market is transitioning from traditional offerings to cloud and artificial intelligence-based offerings, according to a new report from Aragon.

May 30, 2019
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Technology and Humans Critical to Contact Center Success, Verint Engage Speakers Insist

Verint Engage speakers continued to stress the need for a balance of live agents and automation to handle the full range of customer issues.

Phillip Britt | May 23, 2019
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Verint Launches Unified VoC at Its Engage Conference

Verint executives outlined a strategy to save companies time and money on customer experience improvements.

Phillip Britt | May 22, 2019
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NICE InContact Continues to Stress Partners' Role

Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.

Phillip Britt | May 20, 2019