The customer experience battle is being fought in the contact center. Whether it's a service line or an inside sales call making first contact, the phone is often the medium that matters in moments of truth. When customers are talking to an inside sales rep or an agent in a support organization, the ideal interaction is often described by customers as "a conversation."

Decision makers in any sales organization know that forecasting correctly is both art and science. To predict the unforeseen successfully, you must use every piece of logic and reasoning available to help you make your predictions reality. When developing a strategic forecasting approach, your business needs to take a number of items into consideration simultaneously -- and that is no easy feat.

Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of choice, and it remains the chief channel for complex customer inquiries and interactions.

Freshworks has secured $100 million in funding from Accel and Sequoia Capital India with the participation of CapitalG. That brings the total amount of capital raised since the firm's 2010 launch to $250 million. "The new funding will be used to invest in our platform and to continue scaling internationally," said Arvind Parthiban, Freshworks' director of marketing.

"Everybody's using technologies like artificial intelligence, predictive analytics, marketing automation tools, search engine marketing and lead analytics tools," said Michelle Cirocco, head of global marketing for Televerde. "We're using all these tools and technologies to identify who we should communicate with, and we use them to set the stage for our marketing and demand-generation efforts."

Inbenta has released new APIs and SDKs that let enterprises customize chatbots. The company offers an artificial intelligence-powered natural language search and conversational platform. The new APIs and SDKs facilitate a number of chatbot capabilities: intent detection, decision trees, transactional intelligence, Content Digest and seamless escalation.

"We're seeing a digital transformation take place, where companies are moving their contact centers to the cloud," noted Dan Burkland, president of Five9. "There are two key criteria for a contact center -- there's the CRM and the contact center infrastructure, and those two really go hand-in-hand. You bring a call, chat, text or email into the center, and you have to look for an agent who's available and properly skilled to handle such an interaction."

Genesys on Monday unveiled a new integration between its customer management solution, Genesys PureCloud, and Amazon Lex at the annual AWS re:Invent conference. The integration will help businesses build and maintain conversational IVR flows that route callers more efficiently, by using artificial intelligence to recognize not only what consumers are saying, but also their intent.

Customers prefer human interactions to IVR systems or other automated customer service offerings, according to a new report from B2B ratings firm Clutch. Businesses need to move carefully when outsourcing customer service operations, the research also suggested, because there are big differences depending on a number of factors, including how familiar reps are with the local language.

Advances in technology -- including speech analytics, metrics, a wider array of scrabble data, and perhaps even big data -- are making gamification a must-have tool in customer relationship management, call centers, collections, sales and other business areas. Technological advances have enabled the design of games that offer employees incentives to make customers happy.

The omnichannel approach has become a byword in customer service, but retailers need to do more to make it happen, based on a recent study. Researchers tested 57 metrics across desktop, mobile and in-store buying touchpoints to evaluate the end-to-end omnichannel experience at 30 popular and growing retailers. Here's the problem: E-commerce absolutely is killing brick-and-mortar stores.

The further we go in the CRM adventure, the less our efforts seem to be about technology. That's because we're reaching a theoretical limit, or asymptote, on what technology can do in the vendor-customer relationship. Think of an asymptote as the ceiling that a graph never reaches. Increasingly, we're encountering situations where the best technology can do is assist humans.

Pegasystems has deepened its 7-year-old relationship with Amazon AWS, and also has teamed up with Microsoft Azure, company officials told Pegaworld attendees on Tuesday. The deals are part of a series of planned partnerships aimed at giving Pega's clients choice in their cloud environment and avoiding lock-in. Pega last month inked an agreement to deliver Pega software on Pivotal Cloud Foundry.

Verizon Enterprise Solutions has released Visual Interactive Calling, an SDK and platform designed to enable banks, retailers, airlines, travel and hospitality companies, and other firms to communicate visually with their customers. "The sweet spot for this solution is enterprises that have deep mobile app penetration into their customer base," said Tom Smith, a CX manager at Verizon.

It's mud season here in New England -- that time of year when everything merges into an amorphous mess. The gray sky merges with a gray landscape made into slop by continual rains and dirty gray melting snow. It's hard to tell where one thing ends and another begins. Eventually the sun comes out and dries everything, the sky becomes distinct from the horizon, plants bloom, and order is restored.

AWS on Tuesday announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the U.S. and 18 countries in Europe. "The opportunity for cloud contact centers is significant," said Rebecca Wettemann, VP of research at Nucleus Research.

OpenMethods has announced an integration with Next Caller's Advanced Caller ID database that will let contact centers on the Oracle Service Cloud use real-time contextual data for more than 500 million landline, mobile and VoIP numbers to personalize and simplify their agent and customer interactions. OpenMethods integrates IVR and telephony data into the CRM package call center agents use.

CallidusCloud on Thursday launched ServiceMotivate, a call center sales performance management, or SPM, solution. ServiceMotivate is tightly integrated with Salesforce to track and reward call center agents based on key performance indicators of their service center, such as quick issue resolution and case closure rates, data quality improvements and customer satisfaction.

Is Avaya on the road to financial recovery? What will happen to business partners and customers if it is not? The company last month filed for Chapter 11 protection for itself and some of its United States subsidiaries -- a move that makes it "the first major established technology company that's dying as a direct result of the cloud," according to Ian Campbell, CEO of Nucleus Research.

Twenty years ago, CRM "was more of an inside-out technology," recalled Sandeep Kadam, director of CRM at Eagle Creek Software Services. "It was about making sales calls more efficient, and giving salespeople all the tools they needed so they could achieve their numbers. From there it has become more of an outside-in technology, where the customer is impacting how CRM is going to evolve."

It's widely understood that new customer service channels such as social, email, knowledge bases and the like have left the service agent with harder problems to solve. Those channels are here to stay, because when they work well, they solve problems for pennies. It can cost many dollars to resolve an issue through the efforts of conventional agents. So there's a decided bias for self-service.

GetHuman last week launched a service designed to help consumers with the tangle of customer service. For between $5 and $25, one of the eight-person company's five dedicated problem solvers, aided by bots, will call a customer service line on a client's behalf to sort things out. GetHuman also offers a company phone directory service.

Fusion this week launched Contact360, an enterprise cloud contact center solution developed in collaboration with Technology for Business, the partner it acquired earlier this month. "Fusion will be offering a clear migration path to the cloud for TFB's Fortune 500 enterprise and government customers, and will sell into our own base of 13,000 business customers," said EVP Jan Sarro.

Remember when your mother used to yell up the stairs to get you to turn your music down? Sometimes, in the age before sensitivity awareness, your dad would do the yelling and he'd substitute noise for music. Ah, the good old days. Too bad they aren't here right now yelling at vendors. ConsumerAffairs.com is the brainchild of James R. Hood, a former Washington, D.C., journalist.

LiveOps Cloud on Tuesday unveiled its enterprise-level CxEngage Contact Center as a Service, or CCaaS, platform. The omnichannel open framework, which was built from the ground up, integrates with standard APIs. It essentially links applications such as CRM, workforce management and business intelligence to help agents make better customer service decisions, according to the company.

Sprint plans to lay off about 2,500 employees, including five vice presidents, according to news reports this week. About 2,000 of the cuts are in customer service. The company reportedly will close or reduce operations at six customer care centers: at its Overland Park headquarters in Kansas and in Colorado, New Mexico, Tennessee, Texas and Virginia.

Target may be implementing price matching, but there are other ways to compete. Customer experience is the new battleground in retail sales, and winning this battle requires winning over customers with truly personalized service. Despite all the advancements in technology, personalized customer service and efforts to build customer loyalty have all but disappeared.

It's a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop technology that was more than five years old, Forrester noted in a report released this week.

Pega last week announced enhancements to Pegasystems Customer Service for Healthcare, an application that integrates customer service and care management to provide a 360-degree view of all customer interactions. The application provides call center agents with data across administrative, health and care management interactions with the goal of enabling them to provide better service.

Cellphone videos have become a widely used tool to document everything from kids' antics to police brutality. They are shaking up the TV news industry, and they soon may revolutionize customer relationship management. Take, for instance, LogMeIn's video-aided support tool, Rescue Lens, or Support.com's remote video support service, Nexus SuppportCam.