Contact Center & Customer Experience

CustomerEngagement_6220-AdobeStock_308876487.jpeg

Photo of customers under magnifying glass

Customer Engagement Platform: the New CRM

June 02, 2020

CEPs can support the omnichannel journey whereas CRM apps can’t; participate in an upcoming Omdia Universe study on CEPs and share your evaluations.

jamesteohart (2).jpeg

Unified Communications

UC with No Strings Attached

Dave Michels

June 01, 2020

A new hardware device enables a small business to leverage a fixed wireless connection for its data and UCaaS needs.

Blue Planet Studio .jpeg

Contact Center & Customer Experience

Accounting Firm Adds Crunch with Vonage Cloud

Dana Casielles

June 01, 2020

Vonage CCaaS platform provides the deep Salesforce integration the company sought for its next-generation cloud move.

Visual Generation.jpg

Contact Center & Customer Experience

No Jitter Roll: VCaaS Updates, Cloud Integrations

Dana Casielles

May 29, 2020

The latest announcements from Cisco, Facebook, NEC, Mitel, AudioCodes, and UJET.

fatmawati.jpg

Contact Center & Customer Experience

Are We Overthinking Application Lifecycle Automation?

Tom Nolle

May 29, 2020

If you’re an enterprise, you might just be where you need to be.

Pete Linforth.jpg

Contact Center & Customer Experience

The Virtual Call Center is Here to Stay

Rick Bloom

May 28, 2020

Organizations should consider these fundamental areas when navigating the transition.

fotopak.jpeg

Monitoring, Management and Security

Don’t Be Blindsided by Billing Terminology

Jane Laino

May 27, 2020

Decode the confusing jargon when it comes to strengthening your billing strategy.

CCaaS_121319_AdobeStock_55129270.jpeg

CCaaS

Genesys Users Share Cloud Contact Center Experiences

Sheila McGee-Smith

May 21, 2020

A fashion retailer and an online university made easy work of transitioning to WFH, as discussed at this week’s Xperience20 digital event.

Misty_774.jpg

Picture of Nvidia CEO and Misty, the chatbot

AI & Speech Technologies

Nvidia Gets ‘Misty’ Over Conversational AI

Zeus Kerravala

May 21, 2020

GPU maker offers turnkey approach to homegrown conversational AI that promises more human-like interactions, demoed via raindrop-shaped chatbot named...

MovetheNeedle_52020-AdobeStock_162817103.jpeg

Photo illustration of man moving a needle

CCaaS

Moving the Needle with Contact Center Technology

Chuck Vondra

May 20, 2020

Focusing on business challenges and measuring key performance metrics pre- and post-deployment are essential for success.

SpicyTruffel.jpg

Contact Center & Customer Experience

5 Tips for Enabling WFH Basics

Jamshid Rezaei

May 20, 2020

Plan, don’t panic, for technology in the age of COVID-19, and beyond.

image-omnichannel-774x516.png

Contact Center & Customer Experience

Omnichannel Journeys: Testing More Important than Ever

Elizabeth Magill, Cyara

May 19, 2020

With call volumes at record highs, testing across all channels is key to ensuring that customers are getting the best experience.

whitehoune.jpg

Unified Communications

Next Steps for UC in the Enterprise

Andrew Gross

May 18, 2020

6 ways the pandemic might reshape the future of collaboration.

Brian Jackson.jpeg

Team Collaboration Tools & Workspaces

Poly Gives a Glimpse into VVX Line

Darin Ward

May 18, 2020

A look at the latest generation of desk phones, and the direction in which the company is headed.

Photographee.eu_.jpeg

Contact Center & Customer Experience

Generational Hiring: A Moot Point In the Wake of COVID-19

Mark Roberts

May 15, 2020

Hiring an employee based on generation is quite limiting and often detrimental to an organization’s goals. Here’s why.

1
2
3
4
5
6
7
8
9
…
next ›
last »

Search form

Contact Center & Customer Experience