Learn about the state of contact center technology and the latest software improvements giving call centers like yours a fresh advantage. Busy contact centers handle millions of conversations across ...

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is ...

The native CCaaS solution offers a single data source for customer information and an application that unifies AI, channels and CRM.

AI contact center technology is fundamentally reshaping customer service, combining automation, virtual agents, AI agent assist, and voice bot technology. Platforms like Bright Pattern offer scalable, ...

The Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award ...

Companies have discussed the need to improve the customer experience for some time, but in 2023 they continued to fail to deliver on that promise, according to a report from CCW Digital. “For all the ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Improve engagement with modern contact center technology Examine how Contact Center as a Service (CCaaS) solutions are transforming engagement and service delivery in higher education by providing ...

How To Improve Contact Center CX Without Buying New Tech Your email has been sent Learn how to enhance contact center CX and level up the customer experience with a few practical changes and the tools ...

As Key Bankcontinues to move its platforms and systems into the cloud, it's starting to report tangible results. Last year, the Cleveland, Ohio-based bank fully transitioned its contact center ...