Search Results: contact center

The ABCs of Contact Centers: The Tech Driving Modern Customer Experience

Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits.

April 4, 2023 Scott Kolman Leave a Comment

The contact center industry is booming and for good reason — businesses are catching on to the transformative impact that a high-velocity contact center can have on their bottom line. Emerging technology is making contact centers more effective than ever before, and more importantly, helping to change their historically negative perception. According to Statista, the […]

Google: AI, Cloud and Time-to-Value Are the Key Contact Center Trends in 2023

Cloud and conversational AI technologies will be key to contact centers as end users demand more seamless and engaging experiences.

January 13, 2023 Zachary Comeau Leave a Comment

Cloud and artificial intelligence technologies will be key to contact center operations as organizations realize that end users are demanding user-centric technologies from conversational, mobile and web apps that consumers have become familiar, Google says in a new blog. Penned by Yariv Adan, director of product management for Google Cloud AI and Industry solutions, the […]

Verizon Rolls Out New Contact Center Features to Improve Customer Journey

The new digital engagement capabilities for the Verizon Virtual Contact Center are designed to improve the digital customer journey.

January 11, 2023 Zachary Comeau Leave a Comment

Verizon Business is launching a new sutie of digital engagement capabilities for the Verizon Virtual Contact Center designed to improve the end-to-end digital customer journey via a focus on smart, connected, self-service and human-assisted interactions. The company aims to reduce the friction along the customer journey and address their needs across any channel and facilitate […]

Why Should Contact Centers Care About Employee Engagement in a Remote Environment?

Business leaders must be proactive about the engagement of their employees to make sure their organization is running smoothly and growing sustainably.

November 8, 2022 Courtney Cox Leave a Comment

There’s no such thing as “business as usual.” If anything, workplace processes are constantly being challenged and disrupted. Rapidly advancing technology, agile practices, and shifting regulations have all revolutionized our work. COVID-19 has accelerated this transformation over the last few years, driving change on all fronts—cultural, behavioral, organizational and everything in between. However, of the […]

GoTo Launches Co-browse in Contact Center Solution

Co-browse within the GoTo Contact Center is designed to help agents at small and medium-sized businesses be more efficient.

September 27, 2022 Zachary Comeau Leave a Comment

Business communications and IT support platform provider GoTo is launching new contact center features that give agents the ability to collaboratively and securely assist customers within their web browser. The feature is Co-browse within the GoTo Contact Center, and it is designed to help agents be more efficient and help customers at small and medium-sized […]

Jabra Launches Engage AI SaaS Solution & Contact Center Headsets

Jabra's Engage AI SaaS and headsets provides contact centers with insights to improve customer calls and support employee wellbeing.

September 16, 2022 TD Staff Leave a Comment

Jabra, the Copenhagen, Denmark-headquartered provider of personal sound, video and office solutions, launched a new Software-as-a-Service (SaaS) solution, Engage AI and two new Engage headsets designed for contact centers. Engage AI utilizes artificial intelligence (AI) technology to provide real-time insights to improve customer calls and support employee wellbeing. The launch comes on the back of […]

AI Contact Center Agent Spending Will Reach $2 Billion This Year

Gartner say conversational artificial intelligence will reduce contact center agent labor costs by $80 billion in 2026.

August 31, 2022 Zachary Comeau Leave a Comment

Technology researchers from Gartner say conversational artificial intelligence will reduce contact center agent labor costs by $80 billion in 2026, with AI end-user spending to reach nearly $2 billion this year. There are currently about 17 million contact center agents worldwide today, but organizations are facing agent staff shortages and declining economic environments that are […]

Microsoft Inspire: Teams, Windows 365, Viva, Cloud, Contact Center and More

Microsoft's new products and features announced during its annual Inspire partner event are largely designed to support hybrid work.

July 20, 2022 Zachary Comeau Leave a Comment

Microsoft has announced several new products and features during its Inspire event this week, many of which are designed to help organizations support their hybrid work environments and improve collaboration. The new features and products include new capabilities in Teams, improvements to its Windows 365 cloud PC offering, a new contact center solution, new digital […]

TransPerfect Announces New Contact Center in El Paso, Texas

June 7, 2022 TechDecisions Staff Leave a Comment

Company Is Currently Hiring Bilingual Staff for More than 400 Positions NEW YORK & EL PASO, Texas–(BUSINESS WIRE)–TransPerfect, the world’s largest provider of language and technology solutions for global business, today announced the grand opening of a new contact center in El Paso, Texas. The center will be a primary hub for the company’s TransPerfect […]

Zoom To Acquire Solvvy in Contact Center Expansion Move

Solvvy's conversational AI and automation capabilities will help accelerate Zoom’s delivery of personalized customer experiences.

May 12, 2022 TD Staff Leave a Comment

Videoconferencing giant Zoom announced it is acquiring Solvvy, the Burlingame, Calif.-based platform provider of conversational AI and customer support to expand its contact center offerings and offer elevated customer service experiences to global enterprises. According to the companies, the duo will work quickly to capitalize on new opportunities in Zoom’s Contact Center and customer support. […]