Research firm MarketsandMarkets expects the global contact center software market to reach $38.6 billion by 2024.
Oct 19, 2018
Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.
Oct 17, 2018
Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Maria Minsker | Oct 12, 2018
Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.
Maria Minsker | Oct 05, 2018
CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.
Oct 04, 2018
Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Maria Minsker | Sep 28, 2018
NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Sep 26, 2018