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Call center software News
January 18, 2019
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
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. Read the latest news in our comprehensive coverage of Enterprise Connect 2018.
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Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here. Continue Reading
A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions. Continue Reading
A multichannel contact center is a call center that allows agents to interact with customers over several communication channels, but each channel operates in isolation. Multichannel, which includes voice, email, web page forms, fax, chat and text ... Continue Reading
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Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers. Continue Reading
AMAC uses TetraVX unified communications and the cloud contact center platform Five9 in its three call centers to improve agent workflow, as well as member experience. Continue Reading
Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform. Continue Reading
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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
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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