Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

Spectrum and RingCentral launch integrated AI-powered contact center solutions. Unified communications platform. Combines voice, video and ...

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

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Cloud-based communications provider 8x8 launched a new offering called 8x8 Engage, designed to meet the needs of customer-facing employees who operate outside the traditional contact center ...

Today’s consumer expects a tailored customer experience (CX). They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and patient interactions that require empathy ...

A 311 call-center model has emerged as a proven standard for municipal communications in numerous cities throughout the world. There are many reasons why a 311 contact center is a critical component ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

The winners will be announced at the ICMI Global Contact Center Awards Party at ICMI’s Contact Center Expo, which takes place October 27-30 at the Loews Royal Pacific Resort in Orlando, Florida. The ...