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Call center management and customer service News
July 28, 2017
In UC news, Broadview Networks released a service that connects video meeting rooms regardless of location and system type, while InFocus released display wall processors for 4K screens.
June 30, 2017
Cogito's artificial intelligence technology tracks the tone of a conversation and provides real-time coaching for call center agents.
May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
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The first step in determining which channels to use for customer service is to understand customer demands, and then supply those communications channels effectively. Continue Reading
Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents. Continue Reading
Learn the top benefits of speech analytics technology for contact centers, and how speech analytics tools can lead to a better customer experience. Continue Reading
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Harvesting the power of the iPhone, Safari web browser and other search assets, Apple is looking to cultivate integrated chat between businesses and customers. Continue Reading
Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading
In this video Q&A, Pegasystems VP Jeff Nicholson discusses how large companies budget for AI pilots, choose clouds and figure out which customer service channels to support. Continue Reading
Manage Call center management and customer service
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With content management user authentication, you need security. But how much is too much? Here are some best practices to seal vulnerabilities with IAM strategy. Continue Reading
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
Organizations can benefit greatly from applying predictive analytics to contact center data. Here's a look at four areas ripe for upgrades in those workflows. Continue Reading
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Azumi Mobile, a smartphone manufacturer, takes advantage of software from DeviceBits to merge AI, machine learning and predictive analytics to overhaul its customer experience journey. Continue Reading
Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading