Five9's omnichannel is a seamless flow across all customer touchpoints. The transition is smooth and natural - from social, to chat, to phone - just like a conversation between long-time friends.

With 2019 over, it is now time to check the rear-view mirror, reflect on the evolving realities throughout the past year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy.

We don't have a crystal ball, but we do have great predictions from industry leaders in the UC/CC space from our friends at Channel Partners

RingCentral and Avaya entering into a strategic partnership. RingCentral to be Avaya's exclusive provider of UCaaS solutions!

By Zeus Kerravala, CIO | MARCH 05, 2019 11:00

Many businesses are turning to artificial intelligence (AI) to improve customer experience. CIOs should be careful with the emerging technology, however, and use it as an assistive tool first to reduce risk.

A few years ago, Walker and ...

You’ve probably heard all the fancy acronyms – IVR, ACD, WFO, WFM, QM, CX – and more. And here is another acronym to throw at you: CCaaS, which stands for Contact Center as a Service. It’s another fancy term for Cloud or Hosted Contact Center. But the important question here is how do you know what ...

First off, CCaaS stands for Contact Center as a Service. As you may know “_____ as a Service” generally refers to a cloud-based or hosted type of solution. One where the core components and heavy lifting are done by the service provider in their datacenters/cloud. And where you and users get the ben...

What image pops into your head when you hear “Call Center”… perhaps a large room packed with happy twenty-somethings donning headsets smashed together shoulder-to-shoulder in tiny cubicles?