This whitepaper is packed with research and insights from experts in the customer engagement industry. In it, you’ll learn exactly how a digital first contact center — and the powerful tools behind it ...

On Tuesday, July 19, Microsoft introduced the Microsoft Digital Contact Center Platform during its annual partner event, Microsoft Inspire. My thoughts here are based on reading the announcement blog ...

One of the bigger announcements at this year’s Microsoft Inspire event was the launch announcement of its Digital Contact Center Platform. Intended to be a cross-channel contact platform, it brings ...

DENVER , Aug. 29, 2023 /PRNewswire/ -- TTEC Holdings, Inc. (TTEC), a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and ...

Despite digital-first customer service taking off in the private sector, citizens still strongly prefer phone calls and in-person visits for engaging with government agencies. It could be that they ...

Microsoft officials have been talking up plans for a digital contact center offering featuring Teams, Dynamics 365 and Nuance AI for the past several months. Officials re-announced plans for its ...

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart ...

In one of the biggest announcements to come out of Inspire 2022 today, Microsoft Corp. has said it’s taking on rivals including Google LLC, Amazon Web Services Inc. and Zoom Video Communications Inc.

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

As anyone who has ever had a question about a product they bought or are considering buying knows, call centers are critical for customer satisfaction. Customer support agents help connect people with ...

Data from Quantum Metric’s latest survey uncovers the reasons why companies need to prioritize digital improvements for their contact centers. From chatbots to call centers, brands have rolled out ...

In 2021, Air Canada embarked on a major upgrade of its contact centers, with investment to consolidate what had been four separate contact lines into one efficient, centralized telephony platform ...