NewVoiceMedia Updates its Cloud Contact Center Platform

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According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations.

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NICE inContact Releases Summer 2017 Version of CXone

The latest release offers omnichannel journey management, analytics-based routing, and unified workforce optimization. (Featured on DestinationCRM.com.)

Sep 15, 2017
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Strong Growth Expected in the IVR Market

MarketsandMarkets eyes steady growth for interactive voice response technology through 2023. (Featured on SpeechTechMag.com.)

Sep 04, 2017
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Contact Center Software Market to Double in Five Years

MarketsandMarkets expects the global contact center software market to reach $29 billion by 2022.

Aug 30, 2017
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Everest Group Eyes Contact Center Outsourcing Disruption

Contact center outsourcing is becoming a key influencer of corporate customer experience strategies, the research firm has found.

Aug 23, 2017
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TELUS International Acquires Voxpro

The acquisition expands TELUS's U.S. and international presence.

Leonard Klie | Aug 21, 2017
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(Some) Airlines Are Shaping Up Their Customer Service

While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes.

Maria Minsker | Aug 11, 2017
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Invoca Debuts Signal AI to Deliver Insight on Call Center Conversations

Call intelligence company Invoca has introduced Signal AI, an artificial intelligence solution that leverages machine learning to gather insights from call center conversations with customers and feed them back to different organizational teams.

Maria Minsker | Aug 08, 2017