Contact center as a service

With the UC and contact center markets converging, learn about the advantages of integrating UC and contact center infrastructures, how to support communication between agents and employees across the business and key technologies to support contact center as a service.

March 22, 2022 22 Mar'22
Amazon Connect updates contact center workforce management

AWS's Amazon Connect contact center as a service platform adds machine learning workforce optimization to predict customer contact volume, as well as staffing numbers to cover it.
March 21, 2022 21 Mar'22
Google, Twilio release CCaaS tools and integrations

Google Contact Center AI Platform bundles its own tech with partners' for a complete contact center package. Twilio, meanwhile, releases Flex Conversations.
February 24, 2022 24 Feb'22
Zoom takes its video service to the contact center

Zoom has entered the contact center-as-a-service market. The company's product offers video calling as companies seek a more visual interaction with customers.
July 23, 2021 23 Jul'21
Zoom-Five9 deal to offer all-in-one cloud contact center

The Zoom-Five9 deal could deliver a product portfolio capable of satisfying businesses' contact center needs while providing communications for a hybrid workforce.

Bring yourself up to speed with our introductory content

call center schedule adherence

Call center schedule adherence is a standard metric used in business call centers to determine whether call center agents are working the amount of time they are scheduled to work. Continue Reading
inbound call

An inbound call is one that a customer initiates to a call center or contact center. Continue Reading
UCaaS vs. CCaaS vs. CPaaS: What's the difference?

It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Contact centers evaluate CPaaS vs. CCaaS benefits

The contact center-as-a-service market is ripe for growth as businesses move to the cloud. That's inviting a new crop of vendors -- among them CPaaS providers -- to pitch products. Continue Reading
Compare pros and cons of live chat vs. phone support

Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
How do you enable a Teams-contact center integration?

Explore the three ways Microsoft supports integrating a contact center with Teams to enable more advanced calling and collaboration features for agents. Continue Reading

Learn to apply best practices and optimize your operations.

How to manage remote call center agents

Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance. Continue Reading
Enhancing communications with a UC-contact center integration

The divide between contact centers and the rest of the business is shrinking. The demand for UC and contact center integrations is reshaping the contact center vendor landscape. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Boostability gains agent insight with new contact center platform

What do you do when your contact center doesn't provide the data and features you need? One company decided to deploy a new platform that could support current and future needs. Continue Reading