Voiso, a global provider of AI-powered contact center software, today announced a strategic partnership with Mercatus ...

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 ...

Astea Contact Center provides real-time access to a comprehensive view of all information required to support customers. Integrated, multi-channel inbound/outbound capabilities provide for ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. As often as not, you’ll find me on the road speaking and ...

Popular video conferencing app Zoom is adding a new business offering: Zoom Contact Center for customer service. It’ll have more than 100 features at launch and will cater to the agents, supervisors, ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...

SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...