Articles
Slack has closed a $250 million Series G funding round led by Tokyo-based SoftBank Group Corp., which dipped into its $1 billion Vision Fund for the investment.
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Everyone expected that a contact center application provider and a hardware provider would merge. It's just that they thought it would be the hardware provider making the deal.
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The $22-billion call center market — dominated by legacy solutions from Avaya, Cisco Systems and Genesys — is ripe for disruption. Of the estimated 14.5 million call center agents worldwide, 95 percent of them still sign into on-premise offerings.
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Data's good for customer experience. Data's bad for customer experience. This pie is sliced in many ways. This week, cloud-based contact center solutions and optimization provider inContact spent $48 million to ensure its clients have the right tools to optimize data and provide a solid customer experience.
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Customer engagement centers, contact centers, call centers. Whatever your organization calls them, there are requirements for a successful one. According to Gartner’s Magic Quadrant for customer engagement centers these include customer service and support problem management, trouble ticketing, knowledge solutions, content management, advanced desktop search, decision support based on real-time
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Brand loyalty is certainly an important element of your marketing strategy, but new research shows that it’s trumped by experience. inContact, a provider of cloud contact center software and contact center agent optimization tools, has released findings of a recent Harris Interactive Survey that examined the current state of customer
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Cloud-based contact center solutions and optimization provider inContact has released version 13.1 of its platform. The newest release offers customer service managers the chance to view customer messages in one unified stream, regardless of the channel used. Founded in 1997, inContact started as an automated call distributor, computer telephony integration
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