AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is ...

Generative AI is transforming the contact center. Learn more about how this new technology is making a huge impact on customer service. Written by eWEEK content and product recommendations are ...

CEOs and CFOs target contact centers for reductions in force because these departments are generally one of the largest employers in organizations, and people are expensive. It’s fair to assume that ...

Customer service centers, on the other hand, handle user requests, maintain relationships, manage feedback, and ensure a smooth experience for previous and existing customers.

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

Contact center SaaS includes VoIP calling with third-party integrations, analytics and reporting tools, and call management and automation tools to streamline workflows.

For contact centers, the gig economy model that’s changing the game is GigCX. As agents demand flexibility and businesses require flexibility to meet unpredictable customer demand, GigCX seems ...

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

In a different call center, Kevin Asuncion transcribed medical visits from half a world away, in the United States. You can get used to the hours, he said in an interview last year: 8 p.m. to 5 a.m.