A cloud or virtual contact center provides cost savings, scalability, and improved reliability, making it an ideal choice for ...

Christiana Jolaoso-Oloyede writes for media publications, B2B brands and nonprofits. Using her research, analytical and writing skills from her training as a lawyer, she focuses on garnering ...

AI-powered customer service solutions aim to elevate their contact center operations. Microsoft and Google have both made significant strides in this area, with their recent announcements of AI ...

Techopedia explores six companies that are using AI-driven call centers, with generally positive results. We expect this to ...

Businesses in a number of industry sectors as well as government organizations at all levels have either established new centers or expanded existing call center operations over the last several years ...

Five9 is squarely positioned to benefit from industry tailwinds including the transition of contact center operations to the cloud, and a shift toward digital first customer engagement and automation.

According to the survey of contact center leaders, nearly 70% (69.7%) report increased pressure on their operations compared to prior years, while only 3.9% say the pressure has lessened. With ...

Enterprises improve contact center operations and align with industry best practices using transformation frameworks and tools to assess their own maturity. The report also explores other trends ...

The showcase, built on the Avaya Experience Platform™, unifies contact center data and operations to provide centralized insights and boost performance with a virtual contact center operations ...

“Cost reduction is the biggest driver of contact center outsourcing, but in most engagements, it is not the only objective,” says Wayne Butterfield, ISG partner, digital solutions. “Enterprises want ...