Contact Center Tag

June 9, 2021 – LogMeIn announced an outbound calling solution for sales organizations and expanded inbound capabilities for GoToConnect Contact Center services, designed for small and midsize businesses. New outbound features include outbound dialer, pre-recorded and customized voicemails, and SMS chat queues. In addition, LogMeIn provides...

May 26, 2021 – Mitel announced an exclusive partnership with Five9 to provide its customers and partners with access to Five9’s Contact Center as a Service (CCaaS) suite. Mitel will integrate Five9’s CCaaS solution with its own Unified Communications (UC) offerings.The single platform includes integrated...

May 18, 2021 – 8x8 announced XCaaS, a new delivery model that leverages a single platform to deliver Contact Center-as-a-Services (CCaaS) and Unified Communications-as-a-Service (UCaaS). Offering 99.99% availability, 8x8’s XCasS is designed to allow for seamless communications and collaboration, internally as well as with customers....

April 20, 2021 – Talkdesk announced deeper integration with Zoom Phone to improve customer experience. The move provides a more seamless experience between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). A back-office integration improves call routing and eliminates the...

April 14, 2021 – Vonage announced enhancements to its contact center services aimed at improving customer engagement. The most prominent features of the release is dubbed Visual Engagement for Vonage Contact Center, and it allows companies to interact with their customers using video embedded directly...

April 14, 2021 – As part of its Surface Laptop 4 announcement, Microsoft launched its own line of Teams-certified personal communications devices, including a webcam, wireless and wired headset, and USB speakerphone. These devices offer commonly available features to improve meeting and calling experiences, such...

April 7, 2021 – VOSS Solutions announced VOSS MaaS (Management as a Service), which will deliver its on-premises collaboration automation suite (described below) as a hosted service. The hosted delivery model allows for faster and easier implementation, as well as the ability to quickly add...

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...