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

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

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

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

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 ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

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 ...

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

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 ...

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

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 ...