Contact Center Archives - Telecom Reseller / Technology Reseller News
Communication AI, vCons, CPaaS, CCaaS, UCaaS, Mobility, Security. Reporting on how the world communicates.
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Recent episodes
- What Your Call Center Reports Don’t Show You
In the opening video of his Dirty Little Call Center Secrets series, Kongusto founder Joel Ciniero says the most important parts of an outsourcing relationship are the ones that never [...] The post What Your Call Center Reports Don’t Show You appeared first on Telecom Reseller / Technology…
- New Updates to the 8×8 Platform for CX Help Teams Start Every Customer Conversation With Context
New releases keep call records in the CRM, put a customer’s full history in one view, and let teams build an AI agent once and deploy it across many channels [...] The post New Updates to the 8×8 Platform for CX Help Teams Start Every Customer Conversation With Context appeared first on Telecom…
- RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX
Brings live supervision, quality scoring, journey analytics, and staffing forecasts so contact centers can manage AI and human agents together RingCX now available for mobile and in Microsoft Teams BELMONT, [...] The post RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX…
- Zoomtopia 2026: Synthflow Adds Voice AI to Zoom Phone and Contact Center
By Moshe Beauford, Editor Zoomtipia 2026 — Synthflow AI has made its voice agents available through the Zoom App Marketplace for Zoom Phone and Zoom Contact Center. The announcement includes [...] The post Zoomtopia 2026: Synthflow Adds Voice AI to Zoom Phone and Contact Center appeared first on…
- Consumer Survey Finds AI Support Can Drive Customers Away
By Moshe Beauford, Editor Companies introducing AI into customer service risk losing customers when automated systems make it difficult to reach a person, according to a new Consumer Cellular survey. [...] The post Consumer Survey Finds AI Support Can Drive Customers Away appeared first on Telecom…
- CallMiner Expands AI Tools for CX Analysis, Agent Support
By Moshe Beauford, Editor Hours of manual analysis can now take minutes, according to British Gas, which is using new capabilities from CallMiner to investigate customer issues and unexpected demand. [...] The post CallMiner Expands AI Tools for CX Analysis, Agent Support appeared first on Telecom…
- Ribbon’s MTA Modernization Milestone Includes a New NUSO Contact Center
Ribbon Achieves Critical Infrastructure Modernization Milestone Across North America’s Largest Transportation Network Paves the way for a next-generation network without compromising operational continuity Plano, TX – October 8, 2026 – Ribbon [...] The post Ribbon’s MTA Modernization Milestone…
- AI Voice Adoption Tests Global Contact Center Security
By Moshe Beauford, Editor AI voice agents are moving into enterprise contact centers, but expanding deployments across international markets is proving more complicated than adopting the technology itself. A new [...] The post AI Voice Adoption Tests Global Contact Center Security appeared first…
- Why Contact Centers Need to “Own Your Voice” with Voice AI
Image: Jason Rosewell Contact center infrastructure has always been built around telephony, so handling voice is first nature. Today, that is less the case with cloud and CCaaS, even less [...] The post Why Contact Centers Need to “Own Your Voice” with Voice AI appeared first on Telecom Reseller /…
- Luware Looks to Push Contact Center Beyond the Teams Client
By: Moshe Beauford, Editor Luware is taking its contact center platform beyond the Microsoft Teams client with NimbusOne, a newly-launched agent experience that lets customer service teams work from a [...] The post Luware Looks to Push Contact Center Beyond the Teams Client appeared first on…
- CallTower’s Momentum Deal Adds More Room for the Channel
By: Moshe Beauford, Editor Announced Thursday, the deal brings Momentum’s voice and collaboration customers, employees and related operations into CallTower, while Momentum keeps its global network connectivity and managed services [...] The post CallTower’s Momentum Deal Adds More Room for the…
- Bandwidth Expands Salesforce Contact Center Collaboration
By: Moshe Beauford, Editor Dreamforce 2026 — Bandwidth is expanding its collaboration with Salesforce as the latter takes its native contact center offering into more international markets. The companies said [...] The post Bandwidth Expands Salesforce Contact Center Collaboration appeared first…
- Vonage Named a Major Provider in Newly Defined Intelligent Communications Experience (ICX) Category by Aragon Research
Aragon Identifies ICX as a Major New Enterprise Technology Category, Recognizing Vonage’s UCaaS, CCaaS, and AI Capabilities as a Leading Force in the Evolution of Enterprise Communications HOLMDEL, NJ – [...] The post Vonage Named a Major Provider in Newly Defined Intelligent Communications…
- Tollring, ROGER365.io Expand Teams Contact Center Offering
By: Moshe Beauford, Editor Tollring and ROGER365.io are combining their Microsoft Teams technologies to give contact centers a single proposition for customer communications, compliant call recording and AI-powered conversation analytics. [...] The post Tollring, ROGER365.io Expand Teams Contact…
- CTM Connects Marketing Attribution with Contact Center Intelligence, Podcast
“We’re helping businesses answer a simple question: why is somebody calling me, and was it because of my ad?” In this Technology Reseller News podcast, Todd Fisher of CTM returns [...] The post CTM Connects Marketing Attribution with Contact Center Intelligence, Podcast appeared first on Telecom…
- 8×8 Makes Voice Quality Part of the AI Contact Center
By: Moshe Beauford, Editor AI is changing what happens after a customer conversation, but 8×8 is focusing on something that happens before much of that analysis begins: the quality of [...] The post 8×8 Makes Voice Quality Part of the AI Contact Center appeared first on Telecom Reseller /…
- Zoom named a Leader in the 2026 IDC MarketScape for Worldwide Agentic Contact Center as a Service Platforms
Zoom announced that it has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center as a Service Platforms 2026 Vendor Assessment (doc #US54117326, August 2026). As enterprises move to put [...] The post Zoom named a Leader in the 2026 IDC MarketScape for Worldwide Agentic…
- Talkdesk Brings AI to the Bank Branch
By: Moshe Beauford, Editor Talkdesk is bringing its customer experience platform into the bank branch with a new offering designed to connect branch interactions with digital and contact center activity. [...] The post Talkdesk Brings AI to the Bank Branch appeared first on Telecom Reseller /…
- How AI is Changing Contact Center Pricing
By: Moshe Beauford, Editor Fusion Connect has changed the way it charges for AI in the contact center, and the move has implications for the channel as well as the [...] The post How AI is Changing Contact Center Pricing appeared first on Telecom Reseller / Technology Reseller News.
- AudioCodes Gains Microsoft Teams Voice Agent Certification
By: Moshe Beauford, Editor AudioCodes is extending its Microsoft Teams customer-experience footprint into AI voice agents, becoming one of the first solutions certified under Microsoft’s new Teams Voice Agent Certification [...] The post AudioCodes Gains Microsoft Teams Voice Agent Certification…
- Grandstream and QueueMetrics Announce Integration of SoftwareUCM, Enabling Full-Featured Call Center Solutions
SoftwareUCM Version 1.0.1.4 Brings Native Support for QueueMetrics, Combining Enterprise-Grade IP PBX Capabilities with Advanced Call Center Analytics and Agent Management Boston, MA, USA and Stabio, Switzerland – July 27, [...] The post Grandstream and QueueMetrics Announce Integration of…
- The VoIP Market Is Crowded. The Real Opportunity Is Partner-Led Communications Growth.
By TELIN — Partner-focused telecom, VoIP, SIP, cloud communications, and 3CX solutions for MSPs, VARs, telecom resellers, and channel partners. The VoIP and telecom market is no longer defined by [...] The post The VoIP Market Is Crowded. The Real Opportunity Is Partner-Led Communications Growth…
- Enreach increases geographic focus and strengthens Contact Centre capabilities through strategic transaction with Telavox
Deal supports Enreach’s focus on its key customer segments in Europe Almere – July 2, 2026 – Enreach, a leading European provider of smart contact solutions, has entered into an [...] The post Enreach increases geographic focus and strengthens Contact Centre capabilities through strategic…
- 8×8 Reports Nearly 3x Customer Growth in Workforce Management as Contact Centers Abandon Legacy Tools
AI-Powered Automatic Quality Evaluations Extend 8×8’s Integrated Workforce Engagement Management Strategy Across the 8×8 Platform for CX CAMPBELL, CA – June 10, 2026 – 8×8, Inc. (NASDAQ: EGHT), a leading global [...] The post 8×8 Reports Nearly 3x Customer Growth in Workforce Management as Contact…
- INCOMPAS and Cloud Communications Alliance File Joint Comments Opposing FCC Offshore Call Center Regulations
The organizations argue that proposed onshoring mandates and volume caps would increase costs, reduce flexibility and offer limited security benefits. WASHINGTON, D.C. – June 5, 2026 – INCOMPAS, the competitive [...] The post INCOMPAS and Cloud Communications Alliance File Joint Comments Opposing…
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