Workforce Management is now a standard capability of every 8x8 Contact Center package, allowing organizations to forecast, schedule, and staff across voice and digital channels at no additional cost.

Belmont, CA (BUSINESS WIRE) - RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered business communications, today announced the acquisition of CommunityWFM, a cloud-based, AI-first contact ...

Workforce management in a large contact center isn't something that's conveniently done on paper or with spreadsheets. People used to try, and still do. But the normal result is usually significant ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...

Workforce management (WFM) is a set of processes that maximize workforce performance and productivity with the goal of boosting organizational performance. But what does that mean exactly? Simply put: ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach. Agent engagement and empowerment, simplifying the coaching process, ...

Privately held Concerto Software is to acquire Aspect Communications in a deal valued at $1 billion that could create the world’s largest call center products and services company, the pair said ...

“For decades, contact center and workforce management software have been essential but separate components of a well-designed customer service operation,” said Sheila McGee-Smith, President and ...