Software Platforms


Contact Center 2019: There’s an App for That

We are also seeing clear indications that contact center buyers are starting to think along the lines of choosing the app/solution they want regardless of whether or not it is native to their...

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Building Customer Trust: 3 Tips That Will Make a Big Difference

Understanding as much about a complaint as early as possible can really help to ensure an appropriate response.

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Welcome to 2018! A Groundswell Is Rising. Are You Ready?

The era of clunky call recording, bad coaching and crappy scheduling is over.

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I Can See Clearly Now—Clearing the Contact Center Clouds

True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.

Technology Software Platforms


Don’t Equate Silence with Satisfaction

Even if not all companies can compete with big-budget blue-chip giants, there’s no excuse not to create good customer experiences.

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Congratulations! You Just Bought Speech Analytics! Now What?

Purchasing a speech tool is like hiring someone to remodel your house only to discover that he can also repair your dented fender, prepare your taxes and whip up gourmet dinners for your family.

Technology Software Platforms


Moving Your Business Forward By Moving to the Cloud

With the cloud, your contact center has the freedom to receive regular upgrades and integrate solutions for all users—all in one place without the hassle of ripping and replacing existing...

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I, Chatbot

As with all innovation since the industrial revolution, machines are freeing us from tedious tasks, such as answering account balance questions a hundred times a day.

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The Quickly Maturing Cloud Market

Cloud providers are tearing down the traditional models for development, testing and deployment, creating and implementing new versions and releases quickly.

Technology Software Platforms


Key Considerations When Moving Your Contact Center to the Cloud

When people hand over their sensitive payment information, they expect it to be handled in a secure and professional manner.

Technology Software Platforms White Papers


The Phone System App

If the rush to the cloud continues, the attention paid to premise-based systems by vendors will decrease proportionately. It may get to a point where what is ‘right’ or...

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