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Mobility

Top Contact Center Stories of 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.
Sheila McGee-Smith
December 30, 2014

As was true in 2013, 2014 had big contact center stories from broad-based UC vendors like Avaya, Cisco and Mitel, as well as from customer experience-specific companies like Aspect, Genesys, Interactive Intelligence and others. Cloud solutions were a big driver of news, as was mobile customer care and Microsoft Lync (now Skype for Business). A new topic, and one we will certainly hear more about in 2015 is Customer Journey Management.

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Mobility
Mobility
Unified Communications & Collaboration
Monitoring & Management
Unified Communications & Collaboration
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