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Last Updated: 9:40 PM EST - Feb 15, 2019

MessageBird, SparkPost Partner to Provide Omnichannel
By: Maurice Nagle
Cloud communications platform MessageBird announced a new partnership with email delivery and analytics platform Sparkpost to offer businesses an extended selection of communications channels.

DriveNets Introduces Network Cloud Model of the Future for Service Providers
By: Erik Linask
DriveNets says its Network Cloud disconnects network cost from capacity growth and allows communication service providers (CSPs) to handle skyrocketing demand without sacrificing profitability.

How Should Digital Transformation Change Workforce Management?
By: Tracey E. Schelmetic
If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact center or help desk workforce reality. While companies are still looking to provide …

Machine Learning vs. Artificial Intelligence: Definitions and Importance
By: Lenildo Morais
Machine Learning is an area of AI with a goal to develop computational techniques on learning as well as the construction of systems capable of acquiring knowledge automatically.

Giving Your Contact Center Operations a Health Checkup
By: Tracey E. Schelmetic
The best way to ensure your contact center is doing as well as you think is to compare your performance in certain KPIs to those of other contact centers whether specifically by comparing your KPIs to theirs, or in a …


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