“Technology alone does not guarantee improvement,” Bondar explained. “Contact centers are asking for platforms that simplify ...

Cisco Systems Inc. is enhancing its Webex contact center and videoconferencing platform with expanded artificial intelligence capabilities that are designed to boost productivity for workers, no ...

Why outsource customer service, tech support and outbound telemarketing to a call center when you don’t have to? Bring it all in-house instead. You can invest in user-friendly, state-of-the-art call ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

The latest version of the vendor's IP-PBX, Shoreline4.3, integrates a new softphone that enables users to make and receive calls from their PCs or laptops over a remote VPN connection as if they were ...

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: Zoom’s introduction of new enterprise ...

The main tradeoff between a predictive dialer vs progressive dialer is speed vs control. Learn about both and and how they compare. When is the extra efficiency of a predictive dialer vs power dialer ...

A hosted contact center is a cloud-based customer service solution that enables businesses to manage customer interactions without the need for on-premises infrastructure. Unlike traditional contact ...