Contact centers today wrestle with multifaceted operational challenges that impact their ability to deliver consistent, high-quality customer experiences. These range from managing high employee ...

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

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 ...

Learn about the state of contact center technology and the latest software improvements giving call centers like yours a fresh advantage. Busy contact centers handle millions of conversations across ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

Zoom says that in addition to its first homegrown contact center offering, now available through the channel, it will maintain its existing contact center partnerships with Five9, Genesys, NICE ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

SAN RAMON, Calif.-- (BUSINESS WIRE)-- Five9 (NASDAQ:FIVN), a leading provider of cloud contact center software, today announced the latest release of its award winning solution, which delivers on the ...

SAN FRANCISCO--(BUSINESS WIRE)--Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced its acquisition of Koopid, the premier AI-driven platform for an ...

Ashish Nagar, an engineer by trade, was working at Amazon’s Alexa org on the conversational AI team when he realized that AI had the potential to greatly bolster productivity in contact centers.