To drive First Contact Resolution (FCR), organizations must pivot from compliance-heavy checklists to outcome-driven QA ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

DALY CITY, Calif. and LONDON, June 22, 2021 /PRNewswire/ -- Awaken Intelligence, the contact center scripting and analytics leader, announces its dynamic call scripting and intelligent agent guidance ...

RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on ...

Onyx, a mid-market provider of CRM software, has unveiled upgrades to its Contact Center product that are designed to help it branch deeper into the contact-center and vertical markets. The ...