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Scouting Report

Thanks to AI, the CCaaS Sector Comes on Strong

Although sales cycles are slower, companies are buying.

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

Workforce Management for the 21st Century: Helping Deliver a Great CX

With a big assist from AI, these solutions are delivering better experiences for customers and employees.

The Transformation of Workforce Engagement Management

After a strong year, these solutions are poised for a wave of innovation, thanks to AI.

Interaction Analytics Helps Companies Hear their Customers

These solutions can be a company's eyes and ears on both customers and employees.

IVAs: Self-Service Solutions that Work

It's time to give the customers what they want.

The Cloud Contact Center Land Grab Is on

The future is in the cloud, and CCaaS vendors are battling to stand out.

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.

The Transformational Value of Interaction Analytics

With so much in flux, IA can alert executives about the state of their customers and employees

Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond

As digital transformation became a necessity, so did new and improved WFO

Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

IVAs: The First Responders for Customer Service

Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines

AI Will Change the Service Game, Eventually

In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution

The WFO Market Continues to Beat All Odds

Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Thanks to AI and RPA, the WFO Market Surges

Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds

Smarter Bots Mean Greater Innovation, Productivity, and Value

Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses

Knowledge Management Is Poised to Keep Companies Informed and Efficient

Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions