The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.

In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…

Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…

This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…

Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…

This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…

Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …

Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…

To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.

Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…

TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.

Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…

Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …

AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…

A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…

If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…

For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…

Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…

Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …

Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…

Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…

Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent custome…

BraynCX leaders recognize contact center labor shortages will likely be a concern for the foreseeable future, they hope to launch the first ever autom…

To help address the more personalized training needs of agents, Calabrio has announced the introduction of its new coaching solution for agent perform…

According to a recent article by VentureBeat, conversation analysis platform developer Talkmap recently revealed it secured $8 million in new funding …

Faced with a record number of patient calls during the COVID omicron surge, the UI Health Care Patient Access Center has called in employees from othe…

Atlassian, a major software development company based in Australia, recently announced the acquisition of US artificial intelligence company, Percept …

More than almost any other industry, the hospitality industry has a need to not only be highly digital, but also exceptionally multilingual. Hotels ar…

Many companies spent the last two years attempting to move beyond outdated technical infrastructure. With digital activity and remote access being cor…

If you could improve one metric in your contact center, it would make sense to focus your energy on customer retention. Acquiring new customers is exp…

Appreciation for proper customer service has finally gained traction in the business world. After decades of disregarding and ignoring customer sentim…

Microsoft Teams is used by companies across the globe to unify chat, voice, video and file sharing for in-house, virtual and remote teams. The collabo…

Most companies understand the importance of a positive customer experience. It brings more business, return customers, word-of-mouth referrals and exp…

Businesses are fighting harder than ever to win over customers, and any issues regarding customer experiences can cause serious issues for brand loyal…

The government of Ontario, Canada has passed legislation to help teleworking employees disconnect from their work responsibilities after work hours.

To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.

Medallia, a leader in customer and employee experience solutions, recently announced a new Snappy Gifts integration to reward contact center agents.

Formula 1 racing is a top motorsport and one of the fastest track runs in the world. In addition to being a dream for any racer, it's also one of the …

Workforce management software provider Atoss recently partnered with Persistent Systems to introduce new customer relationship management integrations…

Retailers are under enormous pressure to meet customer service demands during the busy holiday shopping season. By following a few basic rules, busine…

People analytics solution provider Visier recently announced a strategic partnership with Ultimate Kronos Group (UKG). As part of this new relationshi…

Five9 recently unveiled Virtual Voiceover, a new solution designed to offer customers human-like voice capabilities for automated contact center progr…

Lingo Communications recently announced enhancements to its ICE back-office platform, a fully integrated billing, network management, workforce manage…

The healthcare industry suffers in the customer care department, with a large number of callers hanging up out of frustration. AI and NLP are increasi…

Municipal call centers are frequently being utilized to offer mental health care in emergency situations. Some regions are putting together Mental Hea…

New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.

The scourge of unauthorized robocalls has led to an epidemic of consumers who simply don't pick up calls, fearing they'll be pitched an extended car w…

Rhode Island insurance agency Amica selected SMS platform provider, Hi Marley, to provide customers with texting capabilities for policy inquiries.

It was only a matter of time before contact center solutions provider Genesys linked up with one of the biggest cloud providers to take its offerings …

AudioCodes officially acquired Israeli AI-based contact center solution developer, Callverso.

A new report by Information Services Group, "The 2021 ISG Provider Lens Contact Center - Customer Experience Services" looks more closely at the ways …

New research from Vonage finds consumers are openly embracing a wide range of digital communications channels to stay in touch with businesses.

The Santa Fe Regional Emergency Communications Center hired Director Bernard Brown to increase the number of emergency responders in the region.

eGain Knowledge Hub for Genesys provides agents with proactive knowledge and AI conversational guidance which means they can more easily respond to cu…

OnviSource and Voicegain have formed a strategic partnership to enable business users to convert contact center interactions into text for experience …

The emergency call center in Durham, North Carolina recently made efforts to improve emergency call response times after losing a significant number o…

ISG has announced the release of its 2021 Provider Lens Contact Center - Customer Experience Services Global report, uncovering how contact centers ha…

In today's challenging environment, particularly with the rise in remote work due to the pandemic, running a contact center efficiently while keeping …

Sharpen Technologies was selected by Indiana Business Journal as the fastest growing private company in Central Indiana, according to IBJ's annual Fas…

Verint has been recognized by CRM Magazine as an industry leader in workforce optimization, as well as in contact center analytics.

Giant pizza chain Dominos recently took steps to improve the integration between social media and the call center. The company recently announced that…

Last month, IBM announced new updates to Watson Assistant, the company's intelligent virtual agent, to help businesses leverage AI and natural languag…

Venice, Calif-based Thankful, an AI customer service platform that takes services to the next level, is quickly gaining attention as it just announced…

Radical Inc. has reportedly found higher levels of abandonment rates and improved customer satisfaction after deploying Fonolo's Voice Call-Back solut…

How much of our lives do we spend trying to engage with companies' customer support processes? Too much, according to a company called Thankful AI tha…

As the business world finally recognizes the value of proper customer service, government agencies are failing to adapt to the service needs of citize…

In an era in which call centers are frequently tasked to accept customer's credit card payments over the phone, there is increased risk for misuse of …

Genesys has developed a new training program for call center agents that focuses on soft skills for a more human, emotionally aware experience.

WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.

The call center space has notoriously high turnover rates. Proper onboarding practices can help reduce churn while ensuring new agents are engaged and…

CX platform provider Kare Knowledgeware has been acquired by Dialpad, further enhancing the company's initiative of improving customer experiences.

Customer experiences should no longer be an afterthought for business development, as research has demonstrated the potential value of retaining a loy…

Workforce management improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…

Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…

While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different …

Managing call center agents isn't the same job it was 20 years ago. Today, agents are more likely to be geographically dispersed (from home or remote …

In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish N…

Customer experience expert Calabrio has named Gaarder as the first ever Chief Human Resources Officer for the company.

Enterprises and large scale companies that use CRM solutions should consider a number of simple integrations to boost customer experiences and general…

Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada for an undisclosed sum.

Amazon Connect, the tech giant's omnichannel cloud contact center, helps companies provide improved customer service across voice, chat, and tasks at …

Businesses are flocking to customer service technology to cut costs and reduce human labor, but proper customer agent training is the best way to get …

San Francisco-based next-gen contact center platform provider LiveVox (News - Alert) powers over 14 billion interactions a year for its customers. Wit…

AWS and Qualtrics are just two of the many tech companies investing in customer sentiment technology for deeper understanding.

Call centers have played a unique role in helping businesses to maintain customer service levels during the global pandemic. While COVID-19 shutdowns …

Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…

Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.

While the nation grapples with a shortage of restaurant workers during the ongoing COVID-19 pandemic, another kind of worker is reaching critical shor…

Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.

ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inv…

Five9's latest enhancements make it easier for businesses to take advantage of AI-powered virtual assistants.

This week Semafone unveiled SecureWeb+ to deliver outsourced contact centers, merchants and in-house customer support simple, secure payments on third…

ActivTrak has released a new coaching solution to help business leaders accurately assess employee performance from virtually any location.

Companies once spent a lot of time pursuing what they believed to be effective customer service. The phrase "customer service," however, recalls a pie…

Recent advancements in artificial intelligence have been a major focus in the global economy, as business leaders put more focus on robotics and autom…

Contact centers learned a lot of lessons during the pandemic. For starters, they learned that business can shift in an instant. During quarantine, man…

As businesses constantly seek to traverse the challenging landscape while increasing their efficiency, saving valuable resources such as time and mone…

Avaya and RingCentral have unveiled new features for the Avaya Cloud Office by RingCentral® Unified Communications as a Service (UCaaS) solution to he…