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

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…

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

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 …

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.

Verint, has announced the release of a new compliance recording integration with Zoom.

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

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 …

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

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…

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

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

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

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

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

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

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…

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

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

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

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

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

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

provider Rocket.Chat announced the launch of its latest offering: Instagram Direct.

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

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

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…

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

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

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

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

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

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…

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

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

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

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

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

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

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

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

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

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

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

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

Throughout the world, health care providers' call centers are busy places. Health-related calls tend to be complex, which drives up the time it takes …

Suicide is one of the leading causes of death in our nation - especially for those in the age group of 10-34 years old. This startling statistic is fu…

Cloud-based finance and HR application developer Workday recently announced a new agreement to acquire workforce and vendor management tech producer, …

CX leader NICE partnered with Google Cloud to offer customers an integration for the CXone platform.

The pandemic has placed major challenges on airlines and travelers and airlines have not been able to keep up with customer inquiries and complaints. …

After experiencing unprecedented call volume levels during the pandemic, the Texas Workforce Commission is shutting down now unnecessary call centers.

Many companies are increasingly relying on artificial intelligence-driven (AI) chatbots to help handle routine customer inquiries. These chatbots can …

Exotel recently announced it has purchased Cogno AI, a cloud communications startup from Mumbai, India with deep expertise in conversational AI and cu…

Technology has been somewhat slow to catch up with public safety. The ability to send a text alert to a 911 call center is considered critical. It's n…

RingCentral revealed this week that Heartland Dental will now be using RingCentral MVP and RingCentral Contact Center to offer higher quality patient/…

Last month, market research company DMG Consulting LLC released its 2021-2022 Cloud-Based Contact Center Infrastructure Product and Market Report. The…

To further support patient and care teams, RingCentral, a provider of global enterprise cloud communications, video meetings, collaboration, and conta…

UJET and Google Cloud have joined forces to bring UJET's CCaaS solution to business customers across the globe.

To ensure it's police and emergency personnel have adequate support from emergency dispatchers, The Kentucky State Police (KSP) provide an in-house te…

While classroom instruction still has a place in call center workforce training, many call centers are turning to more engaging content to help train …

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.