Call center applications News
November 03, 2017
Bots, analytics and artificial intelligence tools are booming. Contact center AI, in particular, could enhance employee productivity and improve customer service.
September 14, 2017
In UC news this week, 8x8 and Atlassian integrate their team communication tools, while AeroFS and Redbooth merge on collaboration and task management software.
May 26, 2017
In UC news this week, Genband and Sonus are set to merge; Polycom and Zoom combine forces; and Genesys updates its contact-center platform with artificial intelligence tools.
April 18, 2017
In UC news, a report finds digital transformation initiatives are driving the UCC market, while CoreDial and VeloCloud partner to bring SD-WAN features to cloud UC services.
Call center applications Get Started
Bring yourself up to speed with our introductory content
A call center is a centralized department to which phone calls from current and potential customers are directed. Continue Reading
Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them. Continue Reading
While many enterprises ought to explore their own WebRTC use cases, contact centers are leading the way in adoption of the browser-based technology. Continue Reading
Evaluate Call center applications Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Analytics can be vital to optimize contact-center and agent performance. UC expert Jon Arnold explains two analytics use cases and the key metrics to measure in the contact center. Continue Reading
The advent of AI and chatbots for customer service does not signal the end of contact-center agents. Learn why agents and chatbots can work together to create better customer service. Continue Reading
HarborOne Bank needed a tightly integrated Skype for Business contact-center platform. CTO Wayne Dunn discusses the bank's collaboration and contact-center roadmap. Continue Reading
Manage Call center applications
Learn to apply best practices and optimize your operations.
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Contact center service is critical to customer experience, so companies need to ensure their call center agents have the right tools and techniques for the job. Here's how. Continue Reading
While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
Problem Solve Call center applications Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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
When you're an IT department of two, with 150 outside sales folks plus 150 people in the building, everything just needs to work. Too bad that really doesn't happen very often. And Jesse Davis, ... Continue Reading
In order to handle calls successfully, a global contact center needs its agents to have a background in multiple products and to understand multiple cultures. Continue Reading