Contact Center

PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Casey Kostecka as Senior Vice President of Enterprise Solutions and Marketing. A veteran to the Contact Center and Customer Experience industry, Mr. Kostecka's background includes over three decades of executive leadership experience managing high-performance teams and delivering innovative business solutions. In this role, he will be leading the…

Joint solution builds world’s best platform for unlocking the potential and performance of contact center teams Stella Connect, a disruptive, VC-backed provider of SaaS contact center Quality Assurance and Performance Management solutions, announced today that it has entered into a strategic relationship with Qualtrics, creator of the experience management category. With this collaboration, the two companies will provide a seamless workflow for driving agent engagement and performance to help enhance the customer…

Advanced speech analytics platform powers top agent modeling for work-at-home agents to increase campaign performance and revenue VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience. “Being able to pinpoint the exact timing and specific verbiage…

Free live digital event features contact center industry leaders sharing key insights on customer experience, cloud trends and challenges in today's environment Join Virtual Xperience presented by Genesys, the global leader in cloud customer experience and contact center solutions. The live digital event on May 20 and 21, features real experiences from AvMed, Homesite Insurance, Principal, SITA, TechStyle Fashion Group and Western Governors University. Attendees will learn how the cloud is helping these organizations…

Joint Customer Live with Agent-Expert Consultation - Now Offered on Top of Five9 Integration with Zoom Phone Five9, Inc., a leading cloud contact center provider, today announced the launch of an Agent-Expert Consultation experience which seamlessly enables contact center agents to access the subject matter expertise of any Zoom Phone users in the organization. As a result, agents can now answer questions more quickly and accurately. PAR Technology Corporation (PAR) is a joint Five9 and Zoom Video Communications, Inc.…

NovelVox, a market leader in providing contact center integrated solutions, is delighted to announce that our products are now available on the Cisco SolutionPlus program. It is for the Cisco customer and the partner ecosystem can be searched and purchased under Bucher + Suter product listing as TAO that stands for Total Agent Optimization. The product is designed and ease the lives of agents and customer, thereby growing businesses to new heights The disconnect between the contact center and enterprise applications…

CallVU is providing contact centers with the ability to cobrowse, content share and video chat at no charge to help mitigate the impact of widespread brick and mortar closures CallVU, the leading digital call experience platform, announced a program to enable contact centers using NICE inContact CXone™ cloud contact center platform to offer a more hands-on, interactive call experience at no charge for the first month. The goal is to help offset the impact of brick and mortar closures by bridging the gap between face-to-face…

8x8’s Guaranteed Call Quality Combined with the Audio Performance of Jabra Headsets Delivers Increased Productivity and Support for Remote Working 8x8, Inc., a leading integrated cloud communications platform, announced a partnership with Jabra to expand equipment offerings to include the Jabra BIZ, Engage, Evolve and UC VOICE mono and stereo headsets. The additional support for these headsets ensures companies can continue to use their preferred audio solutions with 8x8 cloud communications, video collaboration and…

Vonage, a global business cloud communications leader, today announced that RAM Tracking has maintained its commitment to outstanding customer service with the Vonage Contact Center by transitioning employees from working in the office to their homes in response to the COVID-19 pandemic. The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During COVID-19 RAM Tracking, a provider of GPS vehicle tracking systems, chose the Vonage Contact…

8x8, Inc. With 10M+ Secure Video Meeting Users; @8x8 and @jitsinews community to Reveal Next-Level Security for Video Meetings What: 8x8 to reveal industry-leading commitment to privacy, security and encryption via live webcast. Who: Ray Wang, Principal Analyst, Founder and Chairman of Constellation Research, and Emil Ivov, Ph.D., Founder of the Jitsi.org open-source project and the head of 8x8 Video Collaboration. Marketing Technology News: Coursera Taps Dr. Betty Vandenbosch as New Chief Content Officer Why:…

Video-based Consultations Free-up Time, Increase Safety and Reduce Demand on Scarce Personal Protective Equipment Supplies 8x8, Inc., a leading integrated cloud communications platform, today announced the release of a new guide that health care providers around the world can use to safely and securely connect and consult remotely with patients using the 8x8 cloud communications, video collaboration and contact center solution. The guide, Telemedicine and mobile capabilities for care providers, provides details and…

Enghouse Cloud and Communications Center support advanced integration with MS Teams Enghouse Systems Limited is participating in the Microsoft Teams Connected Contact Center certification program and now offers cloud and on-premise contact center options for Microsoft Teams. For customers deploying Teams, Enghouse Interactive offers Enghouse Cloud, which provides Contact Center as a Service (CCaaS), and Enghouse Interactive Communications Center (CC) V11.0, which supports on-premise or private cloud deployment options.…

101,000 Votes Determined Public’s Favorite Customer Service Providers Among Stevie Awards Finalists Winners of the 2020 People's Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, were announced today. Voting was conducted from January 16 through February 14, with the highest number of votes deciding the winners in 11 industry categories. More than 101,000 votes were cast this year. All organizations honored in the Customer Service Department of the Year categories of this year’s Stevie Awards for…

Growth and expansion of industry demand spawns new communities, events, learning, leadership concepts, and Corporate CX Council Leadership Summit to non-profit trade association Today, the Professional Association for Customer Engagement (PACE) the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center, announces the addition of Christa Heibel to the PACE Team in an Interim Executive Director role to support strategic initiatives and member…

Martech Leader Salesforce Announced Service Cloud Voice to Sync Voice Calls and Digital Channels into CRM Data Salesforce's latest product launch would put any Customer Success agent on a high. Salesforce customers can now leverage Salesforce CRM to harness voice call data and analytics for their marketing and sales campaigns. The new Cloud platform is laced with new-age capabilities, including AI recommendations, speech-to-text transcription, omni-channel Customer Intelligence connected to the Salesforce CRM.…

Customer values and priorities are shifting. Today, customers place greater value on the total brand experience, which involves more than just the product and its cost. This shift has made customer service more important to businesses than ever before. In fact, Gartner estimates that poor customer service is costing U.S. businesses over $75 billion in lost revenue every year. The time has never been more critical for businesses to look inward and identify how they can transform the customer service being provided by their…

Vonage's Announcement to Acquire NewVoiceMedia Would Advance Company's Strategy to Provide an Integrated, Cloud Communications Platform Today, Vonage Holdings Corp. has entered into an agreement to acquire privately-held Contact Center platform provider,  NewVoiceMedia. In an official press release, Vonage has agreed to acquire NewVoiceMedia for an equity price of $350 million paid in cash. The acquisition combines Vonage's robust UCaaS and CPaaS solutions with NewVoiceMedia's pure-play cloud contact center offerings,…

AI is driving change in the contact center industry, making it a more accessible, friendly place for a customer. AI is changing the relationship companies have with their customers. ZaiLab chief product owner Catherine Collins believes that changing technology goes hand in hand with a changing customer. The time to adopt is now. ‘Contact centers are a hassle to deal with,’ says Catherine. ‘No one has the time to sit on hold while their call is transferred to the next available agent, let alone the patience to repeat their…

The Cloud has ushered in a new era for contact centers – and it’s making it possible to bring jobs back home. This is a message that’s slowly starting to resonate across the world. According to the National Association of Call Centers, 53% of US contact centers already employ home agents as part of their workforce. There are several good reasons for this. It makes financial sense Maintaining a brick-and-mortar contact center is expensive. Recruiting and training staff are expensive. So are sick days, annual leave,…