Innovations in presence, service-oriented architecture and mobility are what the most aggressive users of IP contact centers are looking for, according to a Gartner report. (Learn more about IP ...

SequenceShift expands its PCI-compliant payment platform with a new Zendesk for Contact Center integration for secure ...

Typing is the hidden bottleneck in your contact center. You don’t see “keystrokes per minute” on a single dashboard, but you ...

RingCentral, Inc. announced the general availability of its AI Receptionist (AIR) on June 30. According to company officials, the AI-powered phone agent uses generative AI to automatically answer ...

Is it possible to build a voice assistant for the call center that can pick up on indirect questions to figure out the best time to hand calls over to a human? That depends on how high the bar’s set.

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

RPA Contact Center: What Grindy Tasks Can it Get Rid Of? Your email has been sent Discover how robotic process automation (RPA) can transform your contact center by automating repetitive tasks that ...

IP contact centers are proliferating, but they still pose a set of potential gotchas that businesses need to beware of as they consider upgrading from the TDM world, experts say. Hidden costs, ...

Zoom’s decision to acquire CCaaS provider Five9, announced last week, has generated many conversations about the benefits of integrating the contact center with an organization’s unified ...

Is a Virtual Contact Center Viable for Busy Companies? Your email has been sent Discover why a virtual contact center is a no-brainer for cutting costs, enhancing customer experiences, and letting ...