AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is changing. Research and Markets has released its 2025 Contact Center as a Service ...

Powered by industry-leading conversation intelligence and high-fidelity performance data, new Observe.AI Reporting & Analytics empowers contact centers leaders to accelerate business improvement SAN ...

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

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Despite increasing emphasis on providing better service, contact centers appear to be doing a worse job of satisfying customers, according to a call center report published Monday. Satisfaction rates ...

An omnichannel contact center enables businesses to engage with customers across multiple platforms—voice, chat, SMS, email, and social media—painlessly and consistently. Rather than juggling ...