Contact Center & Customer Experience

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Contact Center & Customer Experience

Mitel/Avaya: Contact Center Implications

Sheila McGee-Smith

August 20, 2019

A look at what this deal, should it come to fruition, means for Talkdesk

Contact Center & Customer Experience

Owning Customer Engagement, the Twilio Way

Jon Arnold

August 19, 2019

On old-school customer service and being ‘Flex’ — my takeaways from Twilio’s recent Signal event

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Contact Center & Customer Experience

Want to Boost CX? Follow This Data-Backed Advice

Robin Gareiss

August 19, 2019

From establishing a customer care culture to leveraging analytics and AI, there are concrete steps your organization can take to improve customer...

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Contact Center & Customer Experience

Workforce Optimization: Steady Uptake to Continue

Ken Landoline

August 19, 2019

Enterprises wishing to stay competitive in customer experience management should move quickly to evaluate and implement solutions, Ovum advises.

2019 Contact Center & CX Survey Results - Slide 1

Contact Center & Customer Experience

2019 Enterprise Contact Center & CX Survey Results

Michelle Burbick

August 15, 2019

Discover the top trends in customer engagement in our first-ever contact center and customer experience survey.

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AI & Speech Technologies

Vonage to ‘Turbocharge’ AI Efforts

Beth Schultz

August 13, 2019

Acquisition of conversational AI platform Over.ai gives the company much-needed talent for deepening expertise in AI and machine learning.

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APIs & Embedded Communications

Twilio Says, ‘Let’s Keep the Conversation Flowing’

Beth Schultz

August 08, 2019

The cloud communications platform company showcases two new APIs aimed at improving conversational engagement for messaging and phone calls.

Contact Center & Customer Experience

Twilio Flex to the Rescue for Trek Medics

Sheila McGee-Smith

August 07, 2019

At Twilio’s Signal event, this organization shared how an API-based contact center solution is helping reduce traffic fatalities.

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Contact Center & Customer Experience

Decoding Dialogflow: Creating Virtual Agent “Intents”

Brent Kelly

August 05, 2019

The fifth in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Contact Center & Customer Experience

Why Contact Center Scalability, Agility Matters for CX

Michelle Burbick

August 02, 2019

Don’t let high call volumes and traffic spikes drag down the customer experience you’re providing.

Product News

No Jitter Roll: Five for Friday

Beth Schultz

July 26, 2019

A look at new products for the contact center, small businesses, and mobile workers

Interactions brings conversational AI to Pizza Pizza

Contact Center & Customer Experience

Interactions Brings Conversational AI to Food Service

Sheila McGee-Smith

July 24, 2019

An example of how to deliver industry-specific value to businesses through AI

AI & Speech Technologies

Google Ups its Game in Contact Center Speech Recognition

Beth Schultz

July 23, 2019

Introduces updates that will improve conversational and transcription accuracy, for use by virtual and human agents alike

Contact Center & Customer Experience

Five9 Chooses Millennial to Lead Product Charge

Sheila McGee-Smith

July 16, 2019

After yearlong search, company selects Facebook alum Anand Chandrasekaran to lead product management.

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Contact Center & Customer Experience

5 Key Steps for Your Customer Service Automation Roadmap

Nicolas De Kouchkovsky

July 16, 2019

Automation has become inevitable. Do you know how to put the available technologies to good use?

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Contact Center & Customer Experience