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Ann HarperAnn Harper

Amazon Workspace

Cisco’s Webex and AWS Collaborate for Enhanced Customer Experience

November 29, 2023 by Ann Harper

During AWS re:Invent 2023, Webex and AWS revealed fresh synergies for the Webex Suite and Webex Contact Center,

Call center manager

Leveraging AI to Assess Soft Skills of Call Center Agents

November 30, 2023November 23, 2023 by Ann Harper

Call centers that employ agents with customer service skills like probing will create a better customer experience than those without these soft skills.

Invoca Signal AI Studio

Invoca Debuts Conversation Intelligence AI Innovations to Optimize Contact Centers

November 3, 2023 by Ann Harper

Invoca has announced the latest enhancements to its Signal AI suite, along with the launch of Signal AI Studio.

Small business owner on the phone

FluentStream Unveils New Franchise Program to Support Business Expansion

November 3, 2023 by Ann Harper

FluentStream has launched a new Franchise Program to simplify business expansion and provide enhanced customer service.

Aircall AIStarter Package

Aircall’s AI Starter Package Gives SMBs Greater Control Over Customer Experience

November 3, 2023 by Ann Harper

Aircall has announced a significant upgrade to its AI capabilities, marking the next stage of its AI journey.

Call center agent listening on headset

8×8’s Latest XCaaS Platform Upgrades Boost Customer and Employee Experience

October 26, 2023 by Ann Harper

8×8 has unveiled the latest innovations for their 8×8 XCaaS integrated cloud contact center and unified communications platform.

SignalWire AI Agent Builder

AI Agent Builder from SignalWire Offers Personalized Customer Support at Scale

October 25, 2023 by Ann Harper

SignalWire has unveiled its new AI Agent Builder, a no-code solution for creating intelligent virtual voice assistants.

Global Contact Center Market 2023-2027

Research Predicts $161.73 Billion Growth in Global Contact Center Market Through 2027

October 25, 2023October 25, 2023 by Ann Harper

Technavio’s latest report on the contact center market forecasts growth of 9.33% between 2023 and 2027, representing an increase of USD 161.73 billion.

Virtual call center support bot

New Research Reveals Growing Acceptance for Automated Assistants in the Contact Center

October 18, 2023August 9, 2023 by Ann Harper

New research from Kore.ai has revealed a growing acceptance for AI-powered virtual assistants among contact center agents.

European flag with call center agent

Shaking Up Customer Service in Europe: Restricting Total Waiting Times to 3 Minutes

October 25, 2023June 8, 2023 by Ann Harper

Europe is on the cusp of an unprecedented shift in the customer service sector, with a new law restricting waiting times in contact centers to a maximum of three minutes. 

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