Call Center Scheduling Featured Articles

Customer experience solutions company NICE has announced the integration of its CXone Expert with OpenAI's generative modeling used in ChatGPT.
1/30/2023

Verint recently announced the expansion of its Verint Customer Engagement Platform with technology acquired from UK-based appointment scheduling solut…
1/19/2023

Noetica announced that Netherlands-based debt collection company LAVG adopted its fully integrated outbound dialing solution to improve the debt recov…
1/11/2023

Qualtrics announced new XM Platform innovations that aim to offer organizations with better capabilities for automated personalization.
1/5/2023

Research from global cloud communications platform Infobip has shown that Black Friday and Cyber Monday interactions on its platform reached new highs…
1/4/2023

To achieve 21st century resiliency, the state has been engaged in moving data out of state-owned data centers and into cloud environments.
12/30/2022

Boston-based customer engagement solutions provider Waterfield Tech announced the launch of Ascend.
12/27/2022

CXsync Cloud Contact from CBTS allows the MSP's SMB customers to leverage the functionality of a cloud-based contact center without a costly capital i…
12/21/2022

Frame AI, a next-gen AI-driven Customer Intelligence system, announced it has raised $7.6M in funding to accelerate growth.
12/13/2022

Kohler recently implemented cloud-based call-back technology in its contact center to help its support team provide exceptional customer experiences.
12/12/2022

Zingtree is partnering with AVANT to help contact center agents worldwide deliver high productivity.
12/7/2022

Video Conversational Al allows companies to interact with their customers through a video chat with a virtual hyper-realistic AI-generated avatar.
12/2/2022

Customer engagement company Verint recognized it customer successes in delivering exceptional customer engagement experiences with digital-first strat…
11/29/2022

Customers are showing increased preference towards mobile messaging when it comes to brand engagement, from notifications to customers service.
11/21/2022

Talkdesk introduced two new modules to its flagship Talkdesk Builder suite of low-code and no-code customization tools that enable organizations to ea…
11/18/2022

Observe.AI, with Zoom Contact Center, delivered a solution that enriches agent performance and coaching with conversation intelligence and workflow au…
11/11/2022

A significant portion of customer calls to contact centers are already handled by CCaaS solutions, and new research indicates that the growth is expec…
11/4/2022

Qualtrics saw its biggest quarter in government yet with dozens of U.S. government agencies selecting Qualtrics solutions in the third quarter of 2022…
11/3/2022

The 2022 ISG Provider Lens Contact Center as a Service - CX report for Europe and the U.K. revealed that the European market for cloud contact centers…
10/25/2022

The State of Florida quickly set up a rapid response cloud contact center in response to Hurricane Ian, ensuring residents could get help.
10/24/2022

Medical call management company Clarus acquired Call Simplified, a medical call automation software company to improve patient response.
10/17/2022

Omnichannel customer communication platform provider Ozonetel announced a new full-featured contact center-as-a-service (CCaaS) platform on WhatsApp.
10/14/2022

Content Guru entered a new partnership with Intelisys to further accelerate its growth in the Americas.
10/10/2022

AI-driven solutions help with real-time, contextualized engagement support for contact center agents, and better outcomes and higher satisfaction for …
10/3/2022

The Arizona State Parks and Trails successfully went live with a new reservation and call center platform by Tyler Technologies.
9/30/2022

Customers have stopped seeing price as their biggest decision-making factor and are looking for businesses that deliver the best customer experience.
9/26/2022

Regal.io was founded to build a new tech stack for powering calls that would provide a better customer experience and help brands drive more revenue t…
9/22/2022

AskFrank gives answers that are frank, direct and honest, and works differently from most chatbots.
9/19/2022

Verint, which produces a popular AI-driven cloud platform, has reported strong financial results for the previous quarter and half-year.
9/15/2022

Avaya expanded its long-standing partnership with Sen Spirit Technology to provide the Avaya OneCloud CCaaS to businesses in Hong Kong.
9/6/2022

Panera Bread will begin testing AI technology in their drive-through lanes to enhance the customer experience.
9/1/2022

CRM giant Salesforce introduced Salesforce Easy, a simplified offering for sales, service, and marketing to help customers drive fast return on invest…
8/30/2022

Contact center leaders need actionable, data-driven feedback on important issues, such as what's driving CSAT and NPS scores
8/26/2022

The experience of returning online purchases makes most shoppers unlikely to buy again on social channels.
8/25/2022

Tata Communications enhanced its InstaCC platform with digital features to transform customer engagement of enterprises.
8/17/2022

Enterprise automation software company UiPath has acquired Re:infer, a London-based natural language processing (NLP) company for unstructured documen…
8/11/2022

XSELL Technologies' XSELL Agent Experience powered by VoiceStream is available on the Five9 CX Marketplace.
8/11/2022

Cloud-based subscription management platform company Zuora Inc. announced the launch of a new offering in partnership with data cloud company Snowflak…
8/5/2022

Balto launched a new tool, Balto Real-Time Index, that collates trends, insights, and in-depth analysis for contact centers.
8/4/2022

Indosat Ooredoo Hutchison recently announced the launch of a new WhatsApp chatbot with a goal of reinvigorating interactions with millions of customer…
7/28/2022

Teleperformance said it has recently committed to assisting the International Committee of the Red Cross with support.
7/28/2022

A new emergency number - 988 - for the National Suicide Prevention Lifeline will offer round-the-clock crisis care.
7/21/2022

Companies with the best customer experience ratings outperformed their industry peers' stock performance between 2019 and 2022, according to new resea…
7/18/2022

A new study conducted by Arlington Research in January 2022 found that consumers - particularly younger consumers - prefer video.
7/14/2022

Verint's new partner program will provide new collaborative tools and program elements to make it easier for partners to accelerate growth.
7/13/2022

RingByName scored high among small businesses in Software Advice's FrontRunner listing for Call Recording software.
7/8/2022

Voice AI software-as-a-service startup Skit.ai announced it has established U.S. headquarters in New York City.
7/5/2022

The benefits of Verint's One Workforce approach are a high-quality customer experience, no matter what channel is used or what type of employee (human…
6/20/2022

Contact center agents are struggling, which should worry any company trying to cultivate positive customer experiences.
6/16/2022

Understaffing is a challenge at call centers across the country, which is why having the right technology solutions in place to maximize agent efficie…
6/6/2022

SMBs are able to access the same contact center functionality as large enterprises thanks to the proliferation of choices in the contact center-as-a-s…
6/2/2022

Dstny will help companies enhance their customer engagement operations with the acquisition of Tactful AI.
6/1/2022

A new report from IDC Spotlight and available through DecisionLink highlights the increasing importance of customer value management as a competitive …
5/31/2022

Allen County, Ohio became the most recent region to begin accepting 9-1-1 emergency text messaging.
5/26/2022

P&S Intelligence revealed that the contact center software market size is expected to reach $102,751.5 million by 2030.
5/26/2022

There is a disconnect between the need to embrace empathy in contact centers and its practical utilization in improving customer experiences.
5/17/2022

The state of New York recently announced that it has been awarded $7.2 million SAMHSA to help strengthen crisis call center services in preparation fo…
5/6/2022

Waterloo, Canada-based software developer OpenText, formerly Carbonite Inc., will close its Lewiston call center on April 30 and maintain its current …
4/29/2022

The benefits of chatbots are clear: they can provide customers with round-the-clock support and help distribute calls and contacts to the right human …
4/26/2022

What department in your company holds the most potential business value? Here's a hint: it's the department that knows the most about your customers.
4/22/2022

Verint, has announced the release of a new compliance recording integration with Zoom.
4/18/2022

Contact center and unified communications solutions provider Edify Labs recently announced that it has hired Mitel veteran Paulette Huber to serve as …
4/14/2022

A new survey from Mitto reveals that American consumers are more likely to tolerate shipping delays from trusted brands they have a good track record …
4/8/2022

Financial services companies that wish to market to Spanish speakers need an excellent customer support foundation in Spanish, by fluent Spanish speak…
4/6/2022

Staffing shortages and limited labor pools are just some of the critical issues plaguing industries and markets across the globe since the start of th…
4/1/2022

Collinson Group, a UK travel experiences and insurance company, recently tapped Freshworks Inc. and its Freshdesk customer experience platform to reac…
3/30/2022

Impact SourcingCX, is here. The BPO consulting services, work to match companies with BPO servicers in locations that meet needs - from culture to soc…
3/29/2022

The expansion, according to Google, brings together the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with…
3/22/2022

Cloud communications company Vonage announced video capabilities are now included in the recently acquired Jumper.ai conversational commerce applicati…
3/21/2022

This week, customer engagement solution developer Comm100 announced a new partnership with unified communications company, Deltapath. The two companie…
3/18/2022

Conversation automation company Uniphone and digital patient engagement solution developer SpinSci Technologies announced a new strategic partnership …
3/16/2022

Municipal 911 call centers are facing an influx of calls while dealing with staffing shortages as a result of the COVID-19 pandemic. Some cities are t…
3/10/2022

Gideon Taylor announced the acquisition of IntraSee, a software development company focusing on conversational AI and UX solutions.
3/10/2022

To support the citizens of Arlington County in Virginia, officials have announced the development of a new alert system to improve response times for …
3/4/2022

The pandemic and subsequent great resignation dealt call centers a bad hand. This situation is forcing agents to take on significantly more work than …
2/28/2022

Zoom announced the launch of Zoom Contact Center: a cloud-native omnichannel solution enhancing communications for remote contact center operations. T…
2/25/2022

Siam Commercial Bank, Thailand's first indigenous bank, offers a full range of financial services and an extensive branch network. Its contact center …
2/22/2022

Companies have been relying on interactive voice response (IVR) systems for decades. The first generation of this technology was pretty basic…it was m…
2/18/2022

provider Rocket.Chat announced the launch of its latest offering: Instagram Direct as part of its omnichannel solution.
2/16/2022

Pegasystems, a provider of customer engagement software solutions, recently announced the launch of new Voice AI and Messaging AI assistance tools for…
2/11/2022

Workforce engagement solution developer Playvox revealed Harry's Inc., a web-based men's grooming product company, is now using the Playvox Workforce …
2/4/2022

So you've implemented a chatbot to help field customer requests. That's enough, right? Not according to a survey of over 1,000 American consumers comm…
2/2/2022

Customer engagement solutions developer Waterfield Technologies recently announced the acquisition of VoxGen, a conversational AI solution company bas…
2/2/2022

Pindrop recently announced a partnership with cloud contact center leader, Five9. As part of this new business relationship, Pindrop security solution…
1/28/2022

In Bucks County, a suburban community outside of Philadelphia, the labor shortage crisis is impacting 911 services in a serious way.
1/28/2022

Cloud communications platform provider Twilio and digital business solutions developer Teleperformance recently announced a new partnership to develop…
1/27/2022

ZingTree recently secured $15 million in new investments after completing its Series A funding round. Founded in 2014, ZingTree's mission has been to …
1/21/2022

Creating better customer interactions is the name of the game today. Businesses aiming to provide best-in-class service must be able to connect with c…
1/21/2022

In June of last year, conversational AI company Uniphone announced the acquisition of Jacada, an Israel-based software developer focusing on contact c…
1/12/2022

AI-based customer service solution company Thankful announced the formation of a new partnership with Dixa, a customer service platform provider based…
1/11/2022

If you're providing top-notch digital service to your customers, chances are you already use some type of artificial intelligence (AI) enabled virtual…
12/29/2021

The Electricity Authority of Cyprus announced this week it was forced to shut down its customer service center in Strovolos after discovering a COVID …
12/28/2021

Avaya is supporting the annual NORAD Santa tracker program with its contact center solutions, enabling children from all across the globe to check in …
12/22/2021

WirelessCar, a developer of digital services for electric vehicles, revealed the company will showcase a new call center services product at this year…
12/21/2021

Effective chatbots are making a significant impact on customer support today. The AI-driven, text-based virtual agents can often handle customer queri…
12/16/2021

Southwest Airlines has called on corporate workers to volunteer at its call centers and in airports throughout the holiday season. The airline wants t…
12/16/2021

Customer experience consulting group CX Solution Source recently announced an expansion to their portfolio of services for current and prospective cli…
12/9/2021

Contact centers in every industry are using digital technology to make life easier for both customers and employees. Automation has been a godsend for…
12/8/2021

To offer healthcare facilities additional help with their patient engagement needs, QliqSOFT, a developer of a flexible collaboration platform for hea…
12/3/2021

Many municipal call centers have been strained by new responsibilities like booking vaccine appointments and answering other COVID-related questions. …
12/3/2021