RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

DALY CITY, Calif. and LONDON, June 22, 2021 /PRNewswire/ -- Awaken Intelligence, the contact center scripting and analytics leader, announces its dynamic call scripting and intelligent agent guidance ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

Altitude Software and Spanlink Communications today announced a partnership that enables Spanlink to resell Altitude's agent script development tools and unified desktop solution. These offerings ...

Awaken Intelligence, a contact center scripting and analytics company, has added its dynamic call scripting and intelligent agent guidance platform, Awaken Scripting, on Genesys's AppFoundry, a ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

SAN FRANCISCO--(BUSINESS WIRE)--UJET, Inc., the intelligent, modern contact center platform, today announced a broader relationship with Google Cloud, extending its Contact Center AI (CCAI) to include ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

It is business common sense that a crisis is bad for reputation, but negative consumer experiences are not the only ones that can send customers to competitors; mediocrity can be as damaging. Settling ...