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 […]
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 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 […]
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 […]
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, 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 […]
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 […]
Videoconferencing giant Zoom and Genesys, a global cloud provider of customer experience (CX) orchestration, has expanded its partnership. The duo will help businesses deliver CX by building upon its integration between Zoom Phone and Genesys Cloud CX. Together, the offerings provide organizations with an easy-to-configure and feature-rich cloud contact center and unified communications solution that […]
Google is launching Google Cloud Contact Center AI Platform, an expansion of its Contact Center AI offering that the company says offers an out-of-box, end-to-end solution for the contact center and brings together AI, cloud scalability, multi-experience capabilities and CRM integrations. According to Google, Contact Center AI Platform is purpose-built or customer relationship management and […]
GoTo has announced a new Contact-Center-as-a-Service (CCaS) offerings within its GoTo Connect product designed for small and midsize businesses to help boost sales, improve customer experiences and support employees and IT. The company says the expanded offering is an evolution of its recently announced GoTo Connect product, a new unified app for both IT support […]
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