Contact Center/Customer Experience

G-Force 2016: A Peek at What's Next for Genesys

Chris Vitek | October 20, 2016 |
VR data visualization, AI, Omnichannel, and Skype for Business-UCMA integration were highlights of the event -- not to mention a new pair of underwear, compliments of Hurricane Matthew.

CaféX Bringing Omnichannel to Microsoft Dynamics 365

Sheila McGee-Smith | October 19, 2016 |
The companies have teamed on development and put a joint engineering road map in place to achieve deep integration.

inContact and NICE: Post-Acquisition Plan Unveiled

Sheila McGee-Smith | October 17, 2016 |
Five product initiatives aim to put inContact at the same level as enterprise-caliber contact center solutions from the biggest competitors.

Digital Transformation: Tangerine Banks On It

Sheila McGee-Smith | October 11, 2016 |
This Canadian bank serves as a digital proof point, continuously innovating with online and mobile services to improve the customer experience.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | October 07, 2016 |
This week's collection of what's hot and happening includes Microsoft investment news, Avaya's networking play, Altocloud's Salesforce integration, AT&T's SD-WAN strategy, and Genband's patent trials.

Customer Service Physics and the Impact of Self-Service

Tim Pickard | October 06, 2016 |
While your customer service organization marvels at how far it's come, customers see how much further you still have to go.

Cisco, Salesforce Kick It Up in the Contact Center

Sheila McGee-Smith | October 03, 2016 |
Company execs, as well as a mutual customer, share details on how Cisco Customer Care and Salesforce Service Cloud can or could work together.

4 Essentials for Going Global with your Contact Center

Max Ball | September 27, 2016 |
Providing support for global operations is a serious endeavor, but with the right contact center technology, it’s doable.

Microsoft Ignite: Skype for Business Cloud PBX Solutions a Key Focus

Sheila McGee-Smith | September 23, 2016 |
Since the Office 365 E5 release, Microsoft has focused on identifying remaining gaps that need to be filled by partner solutions to provide a robust Cloud PBX solution.

Contact Center Feature Use Evolves

J.R. Simmons | September 22, 2016 |
The way in which businesses want to use contact center technology is changing -- but will the vendors foster or stifle that change?

Cisco, Salesforce Form Strategic Alliance

Zeus Kerravala | September 22, 2016 |
Partnership includes joint development and marketing across a number of areas, including collaboration, Internet of Things, and the contact center.

Salesforce Einstein: AI for Everyone

Sheila McGee-Smith | September 19, 2016 |
CRM company Salesforce, powered by the artificial intelligence of Einstein, is making additional in-roads into the contact center. How far will it go?

Q&A: Genesys CEO Dishes on Interactive Intelligence Buy

Sheila McGee-Smith | August 31, 2016 |
Following today's $1.4 billion acquisition announcement, I grabbed 15 minutes with Genesys CEO Paul Segre for a beyond-the-press release interview.

Why a Virtual Customer Could Save Your Contact Center

Darc Rasmussen | August 29, 2016 |
Getting a customer's perspective on contact center performance is a must-do.

Buying CCaaS: Brand Name vs. White Label

Sheila McGee-Smith | August 25, 2016 |
When evaluating prospective service providers, ask: Whose cloud contact center software is that?

Communications-as-a-Feature: How Salesforce Will Replace Your ACD

Chris Vitek | August 23, 2016 |
With WebRTC-based communications tools like Live Agent for real-time chat, Salesforce is knocking on contact center doors.

Delivering Omnichannel Experience in Multichannel World

Darc Rasmussen | August 22, 2016 |
Effective performance management isn't just about identifying where a problem exists but about identifying potential issues before they arise.

Five9 Gets Smart on Customer Journey

Sheila McGee-Smith | August 17, 2016 |
Summer Release to bring sophisticated customer journey analytics to cloud contact center platform.

Cloud Comms Makes Movement Mortgage Happy

Beth Schultz | August 09, 2016 |
With 8x8 Virtual Office service, this mortgage industry innovator ends employee grumbling about call quality, performance issues.

Genesys, Avaya Rumor Provokes Conversation

Sheila McGee-Smith | August 08, 2016 |
True or not, speculation that Genesys has its eye on Avaya's contact center business is a hot topic among industry watchers.


Enterprise Connect Orlando 2017
March 27-30 | Orlando, FL
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January 11, 2017
As cloud communications continues to grow and mature, many enterprises are looking to build a hybrid CPE-cloud strategy. Looking out over the next three years, how should enterprises expect the cloud
December 14, 2016
Cloud UC is being rapidly adopted in the enterprise, but recent research has shown many organizations continue to be challenged with how to effectively integrate cloud in their existing UC ecosystem.
November 30, 2016
With cloud communications platforms and SIP/SIP trunking APIs, enterprises have the opportunity to embed real-time voice and video calling within business applications and processes while leveraging e
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