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Top Contact Center Acquisitions of 2017

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If you’re following the CPaaS world, you may recall that Shoretel bought Corvisa at the end of 2015. SPS had 2015 sales of $300 million and its estimated that this will push ConvergeOne’s revenue above the $1B mark. eBook: The ROI of Call-Backs for Your Call Center. What’s Inside: Lower Abandon Rate.

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5 More Contact Center Reports Worth Your Time

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Key findings: Between 2015 and 2017, the number of consumers using WhatsApp two to three times a week or more has leapt from 47% to 67% and other chat platforms increased from 38% to 66%. 84% of consumers have contacted a call centre in the past six months, down only marginally from 86% in 2015. What’s Inside: Lower Abandon Rate.

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Avaya Accelerates its Cloud Pivot with Reorg and Spoken Acquisition

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Mercer’s impressive keynote at Engage showed he is ambitious and energized but also not a “cloud idealist” His business unit will include Zang, the group formed from the 2015 acquisition of Esna Technologies , led by Mo Nezaratti. eBook: The ROI of Call-Backs for Your Call Center. What’s Inside: Lower Abandon Rate.

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6 Top Chatbot Examples: AI Customer Service Bots in Action

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Chatbots can start a chat when they detect a customer stumbling through the site or showing potential signs of cart abandonment. After all, they’re known for reducing shopping cart abandonment rates by up to 20%. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products. Free eBook.