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Category: Contact Center

Alex Gaw

Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says

Leaders Show How Business Response to Health Crisis Boosted the Bottom Line
Alex Gaw

CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai

Artificial Intelligence Capabilities Will Provide Boost to CX Initiatives
Alex Gaw

Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses

Drop in Zoom’s Stock Pricing and US Justice Department’s Review Felled the Deal
Alex Gaw

Video Chat: Boosting Conversions and Aiding the Customer Journey by Ocular Solution

Chilean Startup Sees Video Chat as an Efficient Way to Reduce Cart Abandonment Rate
Sue Marek

COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations

From touchless retail to remote customer service, telecom operators are evolving their CX tools to adapt to the ongoing demands of the pandemic
Alex Gaw

ASAPP Report: Why Turnover of US Contact Center Agents Is So High

Up to 40% of Agents Leave Their Jobs Each Year, Impacting CX
Alex Gaw

Alvaria Announces Two New Application Suites for the Enterprise

CX Suite and EX Suite Form Part of Alvaria Enterprise Contact Center Portfolio
Alex Gaw

IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services

Virtual Agents Will Operate Together with Human Operators for Quicker Response Times
Keith Kirkpatrick

Improving CX and Operations via Self-Service Tools

Alex Gaw

Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible

Research from Talkdesk Says Investments in Contact Center Capabilities Are Needed
Alex Gaw

Zendesk Acquires Cleverly to Advance Automation and Customer Service

A Range of Capabilities Resulting from the Acquisition Will Make Support Teams More Productive
Keith Kirkpatrick

Improving Agent Experiences to Drive CX Improvement

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