New & Notable
Contact center as a service News
March 22, 2022
AWS's Amazon Connect contact center as a service platform adds machine learning workforce optimization to predict customer contact volume, as well as staffing numbers to cover it.
March 21, 2022
Google Contact Center AI Platform bundles its own tech with partners' for a complete contact center package. Twilio, meanwhile, releases Flex Conversations.
February 24, 2022
Zoom has entered the contact center-as-a-service market. The company's product offers video calling as companies seek a more visual interaction with customers.
July 23, 2021
The Zoom-Five9 deal could deliver a product portfolio capable of satisfying businesses' contact center needs while providing communications for a hybrid workforce.
Contact center as a service Get Started
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Call center schedule adherence is a standard metric used in business call centers to determine whether call center agents are working the amount of time they are scheduled to work. Continue Reading
An inbound call is one that a customer initiates to a call center or contact center. Continue Reading
It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together. Continue Reading
Evaluate Contact center as a service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
Explore the three ways Microsoft supports integrating a contact center with Teams to enable more advanced calling and collaboration features for agents. Continue Reading
As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Continue Reading
Manage Contact center as a service
Learn to apply best practices and optimize your operations.
Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance. Continue Reading
The divide between contact centers and the rest of the business is shrinking. The demand for UC and contact center integrations is reshaping the contact center vendor landscape. Continue Reading
Problem Solve Contact center as a service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
What do you do when your contact center doesn't provide the data and features you need? One company decided to deploy a new platform that could support current and future needs. Continue Reading