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Call center software News
August 03, 2018
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
April 10, 2018
In recent UC blogs, analysts discuss the Plantronics-Polycom deal, the convergence of cloud contact center services and UC, and the new AV1 video codec.
March 07, 2018
The unified communications industry is seeing significant changes. Track the latest news in our comprehensive coverage of Enterprise Connect 2018.
November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.
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Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude. Continue Reading
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. Continue Reading
Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading
Evaluate Call center software Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
If your organization is using third-party contact center services, make sure they integrate deeply with your unified communications environment. Continue Reading
Is an integrated contact center with UC right for your organization? UC expert Jon Arnold explains how to compare stand-alone and bundled contact center services. Continue Reading
Contextual communications within contact center services can improve customer engagement. New products from Oracle and TTEC aim to ease the exchange between customers and agents. Continue Reading
Manage Call center software
Learn to apply best practices and optimize your operations.
In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Continue Reading
AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone. Continue Reading
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
Problem Solve Call center software Issues
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Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. 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
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading