Contact center news

Here are some recent contact center news articles and updates:

Industry Trends

  1. Cloud-based contact centers on the rise: A recent report by Frost & Sullivan predicts that the cloud-based contact center market will grow at a CAGR of 14.4% from 2020 to 2025. (Source: Business Wire)
  2. Artificial intelligence (AI) in contact centers: AI-powered chatbots and virtual assistants are becoming increasingly popular in contact centers, improving customer experience and reducing costs. (Source: Contact Center World)
  3. Omnichannel customer experience: The importance of providing a seamless customer experience across multiple channels, including voice, email, chat, and social media, is becoming a key focus for contact centers. (Source: Customer Think)

New Technologies and Solutions

  1. Amazon Connect: Amazon has launched a new cloud-based contact center solution, Amazon Connect, which allows businesses to build custom contact centers using AWS services. (Source: Amazon Web Services)
  2. Five9's new AI-powered chatbot: Five9, a cloud-based contact center software provider, has launched a new AI-powered chatbot that can handle complex customer inquiries. (Source: Five9)
  3. Genesys' new cloud-based platform: Genesys, a leading provider of customer experience and contact center solutions, has launched a new cloud-based platform that offers advanced AI and automation capabilities. (Source: Genesys)

Company News and Updates

  1. Verint Systems acquires KANA Software: Verint Systems, a leading provider of customer engagement solutions, has acquired KANA Software, a provider of cloud-based customer service and engagement solutions. (Source: Verint Systems)
  2. NICE inContact acquires InContact: NICE inContact, a leading provider of cloud-based contact center solutions, has acquired InContact, a provider of cloud-based contact center and customer experience solutions. (Source: NICE inContact)
  3. Talkdesk raises $100 million in funding: Talkdesk, a cloud-based contact center software provider, has raised $100 million in funding to accelerate its growth and expansion plans. (Source: Talkdesk)

Awards and Recognition

  1. 8x8 wins Contact Center Technology Award: 8x8, a leading provider of cloud-based contact center and customer experience solutions, has won the Contact Center Technology Award for its X Series cloud contact center solution. (Source: 8x8)
  2. Five9 wins Best Contact Center Solution Award: Five9, a cloud-based contact center software provider, has won the Best Contact Center Solution Award at the 2020 CRM Evolution conference. (Source: Five9)
  3. Genesys wins Best Customer Experience Award: Genesys, a leading provider of customer experience and contact center solutions, has won the Best Customer Experience Award at the 2020 CRM Evolution conference. (Source: Genesys)

These are just a few examples of the latest contact center news and updates. If you're interested in staying up-to-date with the latest developments in the contact center industry, I recommend following industry publications and news sources, such as Contact Center World, Customer Think, and CRM Magazine.