Semafone, the leading provider of data security and compliance solutions for contact centres, shares advice for navigating the ever-changing regulatory landscape. The company urges contact centres to be alert and aware of the long list of evolving international, federal, regional and state regulations in order to protect customer data, avoid fines and reduce the risk of a brand-damaging breach. Continue reading Semafone Guides Contact Centers Through Changing Regulatory Compliance Landscape →

Ventana Research released its 2018 Value Index for Contact Centre in the Cloud, a quantified, research-based index evaluating technology, both vendors and products. The Contact Centre in the Cloud Value Index assesses product adequacy for a broad range of contact centre needs ranging from handling, capturing, analyzing and optimizing customer interactions to engagement, operations and agent management. Continue reading Ventana Research Analyzes Vendors Providing Contact Centres in the Cloud →

ContactEngine, the AI-powered customer conversation platform, announced a strategic technology partnership with Appian, a leading low-code and business process management platform provider, to further enhance the Appian Intelligent Contact Center™ Platform (ICC). The partnership with ContactEngine marks ICC’s first evolution in development. Continue reading ContactEngine Announces Strategic Partnership with Appian to Extend Appian Intelligent Contact Center →

Verint®, The Customer Engagement Company™, announced its inclusion in the newly published Magic Quadrant for the CRM Customer Engagement Center report by Gartner. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management* research earlier this year. Continue reading Verint Only Company Recognized by Gartner in Both 2018 Magic Quadrants for the CRM Customer Engagement Center and Workforce Engagement Management →

Polycom unveiled its unified cloud solutions strategy, Polycom Cloud Services, and released Polycom Device Management Services (PDMS). This service provides new capabilities to enterprise customers to manage and measure their telephony devices. Continue reading Polycom Launches New Cloud Services So Customers Can Measure and Manage Their Meeting Room Technology →

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced the latest release of its agent performance management platform, now branded Eureka Coach. Eureka Coach is a cloud-based portal that automates and accelerates performance feedback to contact centre agents and supervisors based on objective scoring from CallMiner Eureka speech analytics. Continue reading CallMiner Announces Eureka Coach to Provide Contact Centre Optimisation with Continuous Insight and Closed-Loop Case Management →