Growth Opportunities Exist for Contact Center Systems

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The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.

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Almost Two-Thirds of Customer Service Calls Are for 'Simple Requests'

According to new research from visual IVR technology provider CallVu, 63 percent of calls handled by support agents involve simple requests, like account balance, transaction information, and other basic questions.

Maria Minsker | Oct 13, 2017
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NICE Acquires WorkFlex to Build out its Workforce Engagement Suite

NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.

Oren Smilansky | Oct 12, 2017
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Seamless, Personalized Service the Focus of Call Centers, Says ISG

Report finds that an omnichannel approach is now a necessity; use of chatbots, analytics, and other automation is on the rise.

Oct 09, 2017
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CallDesk Aims to Bring Artificial Intelligence to the Call Center

The French company just secured $2.5 million in funding from Nine Capital and EQT ventures and has 10 enterprise clients so far.

Maria Minsker | Oct 09, 2017
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Contact Centers Should Look at RPA, Frost & Sullivan Recommends

Robotic process automation has great potential to save money and increase efficiencies in customer service operations, the research firm has found.

Oct 06, 2017
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Pega’s T-Switch Tool Adds Transparency to AI in Customer Service

A lack of transparency with AI solutions can be problematic, but Pegasystems' T-Switch aims to mitigate the issue by giving organizations more control over their AI engagements.

Maria Minsker | Sep 29, 2017
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NewVoiceMedia Updates its Cloud Contact Center Platform

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.

Oren Smilansky | Sep 21, 2017