From artificial intelligence--which has basically entered every square inch of the contact center--to robotic process automation, chatbots, and intelligent virtual assistants, 2019 saw its fair share of new and emerging technologies.
Jan 13, 2020
Being able to access critical information is ranked as one of the greatest problems for contact centers. (Featured on KMWorld.com.)
Jan 08, 2020
Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly
Maria Minsker | Dec 23, 2019
For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.
Maria Minsker | Dec 13, 2019
Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Maria Minsker | Dec 06, 2019
AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Dec 04, 2019
New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.
Dec 02, 2019