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January 13, 2021
Contact Centers Face Compliance Challenges in 2021
Employment rule changes will have an affect on contact center wage and time-off provisions, and you need to budget for them. (Featured on SmartCustomerService.com.)
The Tipping Point
Renegotiating Contracts During COVID Is Good Business
Helping customers weather a crisis can pay off in future loyalty
CRM Across the Wire
Observe.AI Partners with UJET
Observe.AI has become the first workforce optimization solution provider in the UJET partner ecosystem.
Informatica Releases Customer 360 SaaS Solution
Informatica's Customer 360 SaaS solution is an all-in-one master data management solution.
Verve Group Acquires Nexstar's Digital Video Ad Platform
Verve's acquisition of Nexstar's video platform adds to its advertising technology platform.
Haptik Introduces Conversational IVR
Haptik's Conversational IVR solution has been built in partnership with Audiocodes. (Featured on SpeechTechMag.com.)
VoIP Provider Yay.com Launches Business Instant Messaging
Yay.com is expanding its unified communications platform with an instant messaging and chat service.
Pega Acquires Qurious.io for AI-Powered Speech Analytics
Qurious.io's capabilities will assist customer service agents by analyzing service calls in real time. (Featured on SpeechTechMag.com.)