Five9, a leader in cloud contact center solutions, has reported surging interest in IVA integration for contact center customers over the last year.

Kore.ai, a Florida-based company that specializes in conversational artificial intelligence (AI) technology, recently announced the release of SmartAs…

Emergency 911 call centers handle a variety of emergencies, but increasingly, they're called on to handle mental health crises. Some municipalities ha…

Talkdesk has unveiled a new contact center solution to improve government assistance programs through digital transformation.

Better management of customer interactions is a key step in advancing customer service efforts for today's businesses. With the help of new technologi…

Business leaders could save valuable time and resources finding new call center agents by offering more hybrid/remote opportunities.

A study conducted by Truecaller and The Harris Poll found that nearly 60 million Americans report they have lost money to phone scams over the past ye…

Wisconsin's Department of Workforce Labor has selected Unisys to provide the NICE CXone contact center solution to enhance call center capabilities fo…

In Atlanta, the city's 911 call center has been reported by local news outlets to be grappling with worker shortages and employees are getting burnt o…

Global experience management solution developer Service Management Group (SMG) has announced a partnership extension with conversation analytics solut…

IBM's Watson Assistant is an intelligent virtual agent that makes it possible for organizations to improve first contact resolution and enables a more…

The global COVID-19 pandemic has been hard on call center staffing, as many call center managers will attest. Older workers have elected to retire rat…

Call centers have been viewed as cost centers for too long, with a strong emphasis on savings and shorter call times. This attitude has hurt agents, c…

Call centers are in a unique position as they face the prospect of bringing employees hired remotely during the pandemic back into the physical call c…

IQVIA announced it will be enhancing its medical contact center services with artificially intelligent virtual agents.

People who work in emergency services call centers are familiar with assisting in saving lives, but in some cases, it happens literally. In Trumbull C…

Wayfair representatives recently revealed it would no longer be using the Bangor office building for customer service operations, and will be utilizin…

Quadient and UiPath will combine tablets to offer business customers advanced automated solutions to enhance customer experiences and business product…

Open source solutions which have the benefit of free, easy to use tools are one way to approach getting these solutions out to more businesses. Howeve…

Telia Company will be working closely with ServiceNow to bring new technical and service management support to the company's multinational business op…

Airkit's new report finds that a significant majority of customers are unsatisfied with customer service support.

Talkdesk generated $230 million during the latest funding round, pushing the company to a $10 billion valuation.

The strain on call centers all over the world has escalated due to the COVID-19 pandemic. Whether it's citizens looking for COVID testing and vaccinat…

Papa John's pizza chain has integrated AI and machine learning into its cloud-based call center. The company is aiming to provide more personalized cu…

Post-pandemic strategies are all the buzz across business right now, even as COVID-19 cases are seeing an increase across the nation. Many companies, …

Can a federal government mandate better customer support? Not among private companies, certainly. But the Biden administration seems poised to make an…

Five9 has revealed new categories for the upcoming 2021 Reimagine CX Awards, honoring business leaders who are reimagining customer experiences with d…

Cloud call centers have never been more important than today. With an increasing need for customer solutions across businesses and expanded acceptance…

The call center industry is one that's done exceedingly well in spite of a global pandemic. Now more than ever businesses and customers rely on commun…

The global COVID-19 pandemic and the effort to vaccinate the public that followed was a strain for many government and municipal agencies, but call ce…

Smartronix has been certified for AWS Connect Delivery Service, marking the fifth AWS certification for the company.

Business intelligence solutions provider Centrical has announced the general availability of its new Centrical for Amazon Connect offering to help add…

Today, with Artificial Intelligence (AI) growing in the contact center, a closer look at speech how technologies are advancing this vital feature reve…

Swampfox announced First In Line (FIL) 3.1, building on prior releases by further augmenting Cisco contact center solutions with robust callback funct…

Marketing and customer data platform provider Lemnisk announced the company officially entered the Japanese business market, allowing enterprise custo…

As the nation becomes more vaccinated against COVID-19 and approaches a point where everyone who wants a vaccine is able to get one, many temporary co…

One thing that 2020 has showed us is that call centers - always vital to the day-to-day operation of a nation - become even more vital during a nation…

When Blue Prism announced its new Service Assist solution in October of 2020, the company stated that it new offering would automate next-generation c…

ICE leaders are experimenting with new technology to modernize and improve call center operations for the post-pandemic age.

Delivering a satisfactory customer experience is about balancing technology and automation with meaningful, empathetic human interactions.

Facebook has released new tools for its most popular applications, allowing customers and businesses to have easier methods for communication.

British retailer Very has revealed customers are utilizing chatbots and other self service features more often for common customer inquiries.

Many companies today strive to keep track of the quality of their customer interactions. They may do it to improve the customer experience, keep track…

TNC has unveiled a new solution package, designed to provide customer service agents with advanced productivity tools to improve operational efficienc…

According to Juniper Research, the total transaction value of smart home payments, payments that occur via smart home devices, will exceed $164 billio…

Empathy is an important skill for any call center agent who wishes to foster positive and meaningful customer interactions. Agents need to move beyond…

Empathy is an important skill for any call center agent who wishes to foster positive and meaningful customer interactions. Agents need to move beyond…

Nuance Communications, a global provider of AI powered business solutions, recently announced the release of Nuance® Gatekeeper, the company's latest …

Qualtrics has released a new solution that offers features to improve service quality for both customers and call center agents.

Today, Idaho's state department announced the deployment of new VoIP/Contact centers created in a collaboration with CherryRoad and LogMeIn.

Today, one of the primary goals of marketing is "personalization." In years past, automated marketing platforms didn't make it easy: any level of pers…

In an effort to provide customers with support that adheres to any schedule, the company now offers 24/7 customer service for residential users.

Digital communication channels, including SMS (text message), email and web chat, now play a central role in what's called the "omnichannel customer j…

Cloud communications provider Vonage has announced the release of a new range of features included in the company's popular contact center solution.

Contact Center software provider Bright Pattern was able to quickly install a new vaccination hotline in less than a single day.

As the vaccine rollout continues and the infrastructure to register citizens - including self-service - has increased, some COVID call centers have be…

The Minneapolis government is boosting emergency call center operations to prepare for the upcoming Derek Chauvin trial.

Coppin State University has announced a new call center will enable eligible vaccine candidates to schedule appointments over the phone.

The global cloud contact center applications market was already on fire, and then the pandemic happened. According to a study compiled by Nemertes Res…

According to the results of a study conducted by Genesys, evidence shows that feelings of human connection have dropped significantly in the last year…

While widespread vaccinations across the U.S. are bringing some hope that the end of the pandemic is near, Americans are stressed, depressed and uncer…

The new United Center COVID-19 mass vaccination site in Chicago, the largest facility in the state, has expanded call center operations to make appoin…

Across the country, the rollout of COVID-19 vaccines has been uneven. Some states, such as Connecticut and West Virginia, have been doing a top-notch …

Texas residents have complained of problems when trying to reach the state's 2-1-1 call center after the recent historic winter storm. The call center…

Delaware County Council unanimously approved a $692,347.60 contract with Helpware Inc. to provide temporary staffing and services to expand the county…

Personetics has secured new investment funds that hope to expand the company's personalization software across the financial industry.

The city of Austin,TX has added a separate line for emergency calls specifically for mental health services.

New software created by Wiz.AI allows artificial intelligence to adapt to the specific needs of each caller for improved customer care.

Representatives of Massachusetts are taking action to provide a call center for COVID19 vaccination requests, as issues continue to plague the state-r…

The State of Nebraska recently announced that it has chosen Lumen to help it transition to a next generation 911 platform using the company's emergenc…

High demand for the COVID19 vaccine is forcing a California county to expand its call center resources.

Electricity provider United Power has announced that Bright Pattern's Omni QM will now help run the company contact center operations.

The Northridge Group released the report "State of Customer Service Experience 2020," highlighting where firms are missing the mark on CX.

Call centers are used to tracking and reporting. It's the way they measure performance metrics, identify problems and make plans for additional resour…

News of vaccine availability in Detroit has caused a massive wave of callers, and call centers are struggling to keep up with the surge.

Cresta has released a new AI system that allows customer service representatives to get personalized lessons that help improve relationships with cust…

2020 has brought us many things, including awareness of a stressful job called "contract tracer." In the realm of public health, contact tracing is th…

Cresta has released a new AI system that allows customer service representatives to get personalized lessons that help improve relationships with cust…

The guide offers insights into how businesses can benefit from investing in customer service automation, including improving customer response times, …

United, which has been focused on improving the safety of passengers and staff from the start of the pandemic, has now announced Agent on Demand. This…

At the recently concluded Engage20 EMEA, Verint celebrated customers putting the Verint Cloud Customer Engagement solutions in an exceptional way. The…

The holidays bring cheer and goodwill, right? In theory, yes, but workers in call centers might have a different opinion. The holidays often bring hig…

Gap clothing store is making a financial comeback after reporting its worst quarter in 50 years earlier in 2020. The company is shifting its focus to …

Customer experience platform provider Simplr unveiled the results of an October 2020 consumer study that underscored the importance of customer servic…

It's been a year since the world became aware of the menace of COVID-19, and we've learned a lot in this time. Organizations of all types are discover…

Nearly every established company can cite a software implementation that went wrong. There might be several reasons for this. They may have bought a s…

In Russia, Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households. Now, the company is lo…

Many contact centers have been forced to embrace a remote work model due to the coronavirus pandemic. By following three basic tips, contact center ma…

Call center work is, by its very nature, highly stressful work. Many employees work in close, noisy quarters with cranky customers for long hours with…

This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3), as a virtual event. During th…

This week, Colt Technology Services announced a partnership with Atos, which promises a seamless customer service experience for organizations around …

Canadian contact center solution provider Blue Ocean has moved to 100-percent remote call center training amidst the coronavirus pandemic. The company…

Five9 announced a definitive agreement to purchase Intelligent Virtual Agent (IVA) platform provider Inference Solutions.

Hundreds of thousands of calls to the Missouri unemployment office went unanswered during the height of the coronavirus pandemic. The state office str…

Immersive enterprise communications solutions provider LifeSize recently announced it partnered up with conversational AI solutions provider Omilia fo…

A team of researchers has developed a tool that utilizes call center scheduling and machine learning to improve the outcomes of healthcare outreach ef…

DigitalBrain, a recent startup, aims to help with both the speed and the quality issues by providing a smart layer that acts as the brain of an existi…

In the Philippines, some teachers have harnessed the country's strong call center tradition - more than one million Filipinos are employed in business…

Today, SugarCRM unveiled SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel service and support. SugarLiv…

A recently released study from Nemertes Research highlighted the obstacles presented by the pandemic to contact centers still on-premises, and digital…