Sheila McGee-Smith | February 26, 2015 |
Based on results from its 2015 contact center benchmark, Dimension Data says the tipping point for voice is near.

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Kevin Kieller | February 23, 2015 |
Licensing often comes with more fiction than facts. Don't be led astray.

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Hyoun Park | February 23, 2015 |
It's time for UC vendors to reinvent the way we work -- and recreate the world of enterprise applications in the process.

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Neal Shact | February 20, 2015 |
Creating an omnichannel experience can give consumers a single view of a brand across physical and online channels.

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Tom Nolle | February 19, 2015 |
Talk about the cloud and cost reductions all you want, but the real driver of revolutionary change sits right in the palm of our hands.

CONTINUE READING...
Posts

8 Ways to Take Your Contact Center Global With Cloud

Michelle Burbick | February 27, 2015
With the rise of 24x7 customer expectations, businesses can leverage the cloud to improve contact center operations and the overall customer experience.

How to Size Your SIP Trunks

Gary Audin | February 27, 2015
Calculating the right amount of bandwidth for SIP trunks is a tricky, but not impossible, undertaking.

 

3 Ways to Think About WebRTC & Enterprise Video

Beth Schultz | February 27, 2015
Wainhouse Research analyst Bill Haskins shares his ideas on where WebRTC video can have an impact in the enterprise.

Managing Against IT & User Snafus

Matt Brunk | February 27, 2015
Sometimes the little things that get ignored or overlooked are what lead to big losses.

 

Engagement Models: Go Digital or Die

Sheila McGee-Smith | February 26, 2015
Based on results from its 2015 contact center benchmark, Dimension Data says the tipping point for voice is near.

New Considerations for Old Data Security Wrinkles

Martha Buyer | February 26, 2015
As the Internet of Things expands, the FTC issues recommendations on how to keep consumers safe from data breach.

 
 
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Slideshows
Top Contact Center Stories of 2014

Top Contact Center Stories of 2014

Sheila McGee-Smith | December 30, 2014
From big name announcments to cloud, mobile customer care and customer journey management, Sheila McGee-Smith breaks out the biggest contact center stories of the year.
The Email Killers: 10 Cloud-Based Team Collaboration Tools

The Email Killers: 10 Cloud-Based Team Collaboration Tools

Brian Riggs | December 15, 2014
Let’s point a spotlight at some of the SaaS solutions in this market niche to see what Circuit and Project Squared are up against.
Dreamforce 2014: A Contact Center Perspective

Dreamforce 2014: A Contact Center Perspective

Sheila McGee-Smith | October 21, 2014
Sheila McGee-Smith recounts the recent Dreamforce conference in San Francisco and highlights the contact center companies that participated.

Lync Handsets: Sorting Through Your Many Options

Lync Handsets: Sorting Through Your Many Options

Brian Riggs | September 08, 2014
While Microsoft can certainly point to many Lync customers that are doing away with their desk phones and opting to deploy UC client software only, Microsoft partners can just as easily point to many customers deploying physical handsets to their many Lync users.
Android Desk Phones and Android Desk Phone Apps

Android Desk Phones and Android Desk Phone Apps

Brian Riggs | January 30, 2014
Brian Riggs takes a look at some Android desk phones and apps and examines what potential value these hold for the enterprise moving forward.
Top Contact Center Stories of 2013

Top Contact Center Stories of 2013

Sheila McGee-Smith | December 30, 2013
2013 had big contact center stories from broad-based UC vendors like Avaya, Cisco and Unify, as well as from customer experience-specific companies like Aspect, Interactive Intelligence, inContact, Five9 and more.


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March 11, 2015
Following the example of Amazon Mayday, innovative companies are racing to enhance their online platforms with video-enabled customer care. The goal is to shore up brand loyalty and to market high-tou...
February 25, 2015
Business today is global. Your customers are everywhere which makes providing a consistent customer experience that builds your brand all the more challenging. Many companies have found that the cloud...
February 11, 2015
From instant messaging to desktop conferencing, Microsoft Lync streamlines communications and provides an easy-to-use interface. But extending the Lync experience to the meeting room has proved challe...