Press Coverage
  • Amazon Connect launches cloud-based contact center billed by the minute


    Besides their business applications and employee productivity tools, Inc. now also wants companies to run customer service operations on its public cloud. Read more from SiliconANGLE here.

  • AWS puts the call centre in the cloud with Amazon Connect

    Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a self-service cloud-based platform that enables users to set up a contact centre easily. This means users will be able to create their own contact centre, design contact flows and on-board agents using a modern interface that is entirely web-based. Read more from Computer Business Review here.

  • Amazon Connect brings contact centers to the cloud

    Amazon today released Connect, a contact center as a service offering hosted in the Amazon Web Services cloud. The move represents AWS attempting to jump into a burgeoning market for cloud-based contact center software, while continuing to push AWS into the enterprise communications market. Read more from Network World here.

  • Focus on Your Employees


    Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent to a business keeps us all on our toes and makes us look at things a little differently. Read more from eConnect Call Centre Summit here.

  • ICMI Announces 2017 Global Contact Center Award Finalists


    The International Customer Management Institute (ICMI) today announced the finalists of its annual Global Contact Center Awards. The ICMI Global Contact Center Awards program is dedicated to recognizing companies and individuals that honor leadership, vision, innovation and strategic accomplishments within the customer service industry. Read more here.

  • How Topic Modeling Can Change How Brands Interact with Customers


    Nobody likes a Monday morning quarterback. He’s the guy who always knows exactly how to run a play to score a touchdown…the day after the game. As much as the postgame know-it-all gets under everyone’s skin, many brands are Monday morning quarterbacking with one of their biggest assets: their customers. In this article Matt Matsui shares how analytics and topic modeling can advance your brand.  Read more from Datanami here.

  • Andrew Molacek Talks Workforce Optimization


    For those of us in the contact center industry we have always known that contact centers are where real people have real conversations that have real impact. Brand reputation can be saved, squandered or skyrocket as a result of a contact center interaction. And workforce optimization could help you make more positive outcomes. Read more from Customer Think here.

  • Gartner Grants Calabrio Visionary Status


    The contact center is in the midst of a rebirth. The advent of today’s omnichannel world is serving as impetus for transformation, with a key cog in this shift being workforce optimization. While we know the customer comes first, customer service agents play a pivotal role in the provision of satisfaction. The burgeoning arena of workforce engagement management brings the agent into focus by improving engagement. Remember, an engaged agent is far more likely to be a happy agent, which results in happy customers. Read more from TMCnet.

  • New year, new resolutions: 4 brand strategies to boost customer satisfaction in 2017


    Successful brands are always evaluating plans to build customer loyalty, analyzing what is and is not resonating with customers, then driving those insights back into their business. This time of year, many brands are making New Year’s resolutions, starting with evaluating and solidifying 2017 customer strategies to reach revenue and profitability goals. Read more from Retail Customer Experience here.

Customer Experience Update