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Contact Center Infrastructure News
July 27, 2017
With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
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A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are ... Continue Reading
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Heavy equipment manufacturer Rotobec finds Salesforce Desk integration gives service staff the ability to aid sales efforts across 35 countries. Continue Reading
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If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Farmers Insurance transforms its digital platform with Salesforce Service Cloud. With enhanced self-service capabilities, Farmer's tries to target a new level of customer experience. Continue Reading
Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading