Editor's note: This article was updated May 16, 2025 with new data and content. It was originally published Nov. 21, 2024. Contact Center as a Service (CCaaS) is a cloud-based customer experience ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Today's contact center has come a long way since the days when customers dialed up their rotary phones with a product question for their local customer service department. The modern contact center ...

Customer service can still be an exercise in frustration for many consumers, particularly when automation creates barriers rather than resolving problems. At the same time, organizations that answer ...

Venkatesh Korla, President and CEO, HGS Digital. He has over 25 years of experience in the digital marketing space as a tech consultant. While the physical seats in contact centers will always be ...

Salesforce has chosen Enterprise Connect 2026 as the launch venue for Agentforce Contact Center, its native, agentic contact center as a service (CCaaS) solution. In a newsroom post today, the company ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...