News Features

Technavio expects the rise of emerging countries as call center destinations to boost the market growth.
Posted July 22, 2024

In customer service, AI is everywhere. (Featured on
Posted July 15, 2024

Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 2024

The advent of work-from-home contact centers has spawned a tech revolution in operations management. (Featured on
Posted June 21, 2024

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. (Featured on
Posted June 18, 2024

Foreign contact centers, once the darlings of the industry, have lost some of their appeal. (Featured on
Posted June 14, 2024

Artificial intelligence embedded across NICE's products has already led to great results for the company and its customers, Barry Cooper said at a Day 2 keynote during Interactions 2024. (Featured on
Posted June 13, 2024

NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event. (Featured on
Posted June 12, 2024

Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024

Generative and conversational AI for chatbots and virtual assistants are among the top trends identified by CX Network.
Posted May 28, 2024

LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024

Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024

MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years.
Posted May 08, 2024

The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management in the new Unified Experience from Genesys and ServiceNow. (Featured on
Posted May 07, 2024

Technavio says the growth of emotion analytics will fuel the speech industry's surge. (Featured on
Posted April 30, 2024

New alliance combines TTEC's RealSkill curriculum development and learning methodology with Bright's AI-enhanced, immersive learning technology to improve contact center agent performance.
Posted April 24, 2024

Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
Posted April 12, 2024

How companies can help users feel safe by better securing voice assistant data. (Featured on
Posted April 03, 2024

New patent underscores's unique neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents.
Posted March 19, 2024

Voice AI assistants add essential functionality for customers and agents. (Featured on
Posted March 04, 2024

Research firm MarketsandMarkets is expecting 17.5 percent compound annual growth for speech analytics worldwide over the next five years. (Featured on
Posted March 04, 2024

AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on
Posted February 27, 2024

MarketsandMarkets expects the worldwide market for customer journey analytics to more than triple in six years. (Featured on
Posted February 23, 2024

Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on
Posted February 23, 2024

As large language models expand and generative AI technology advances, experts see a greater role in customer service. (Featured on
Posted February 15, 2024

Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.
Posted February 05, 2024

Researchers from Azoth Analytics expect the cloud contact center market to grow by nearly 20 percent per year over the next five years.
Posted January 18, 2024

Companies have reverted back to their bad habits after a sudden surge during the COVID-19 pandemic, KPMG notes in its U.S. Customer Experience Excellence report. (Featured on
Posted January 17, 2024

TechSci Research is expecting the worldwide contact center artificial intelligence market to grow by 24.5 percent per year through 2028. (Featured on
Posted January 09, 2024

NORAD's hotline for tracking Santa will use contact center technology from AWS this year.
Posted December 21, 2023

New developer tools are steering automation creation. (Featured on
Posted December 06, 2023

Amazon's generative AI introductions include Amazon Q, Amazon Connect Contact Lens, Amazon Lex in Amazon Connect, and Amazon Connect Customer Profiles.
Posted November 28, 2023

Be My Eyes offers AI visual support for blind and low-vision customers.
Posted November 16, 2023

TransUnion report shows 90 percent of financial services contact centers see fraud attacks increasing. (Featured on
Posted November 10, 2023

The rising adoption of cloud-based contact centers will drive market growth, Technavio reports. (Featured on
Posted October 24, 2023

Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on
Posted October 17, 2023

Customer service teams can use full, assisted, or attended automation and should employ all three. (Featured on
Posted October 10, 2023

NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Available in ServiceNow's Now Platform Vancouver release, Now Assist for Customer Service Management streamlines case management with generative AI.
Posted September 20, 2023

Artificial intelligence supported by the Oracle Cloud Infrastructure helps users of Fusion Cloud Service be more productive.
Posted September 19, 2023

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on
Posted September 05, 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
Posted September 01, 2023

Data-driven guidance provides a better agent and customer experience. (Featured on
Posted August 24, 2023

Companies are beginning to apply traditional speech analytics to their automated conversations. (Featured on
Posted August 18, 2023

Easy On Hold's Pop Smile music channel for contact center hold queues was set up to reduce customer complaints about crass lyrics.
Posted August 08, 2023

MarketsandMarkets for the first time has outlined 10 key benefits of the burgeoning contact center software market.
Posted July 31, 2023

Processes for constant improvement, flexibility, and change management need to be baked into every aspect of contact center operations. (Featured on
Posted July 18, 2023

Speech analytics are poised for 17.3 percent CAGR for the next five years, MarketsandMarkets reports. (Featured on
Posted June 29, 2023