Customer Contact Blog

Posted by robarnold4; on Apr 15, 2016
Views: 4766

An analysis of the long-rumored Mitel acquisition of Polycom.

Posted by BrendanRead; on Mar 24, 2016
Views: 4373

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.

Posted by njamison; on Mar 17, 2016
Views: 5209

Category : Cloud, Customer Contact

Summary of some of the contact center announcements at Enterprise Connect 2016

Posted by MDeSallesPA; on Mar 14, 2016
Views: 4931

Principal Analyst Michael DeSalles, specializing in customer experience, uncovers a "hidden BPO gem" nestled in the heart of San Antonio's bustling customer care industry.

Posted by alaasaayed; on Mar 07, 2016
Views: 3377

Over the years, Plantronics has successfully led in the market with the concept of “one headset does not fill all”. As such, the vendor has relentlessly analyzed the behavior and environments of business users in order to identify their evolving comm…

Posted by njamison; on Feb 23, 2016
Views: 3608

Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience

Posted by BrendanRead; on Jan 29, 2016
Views: 4207

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.

Posted by BrendanRead; on Dec 18, 2015
Views: 3035

More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.

Posted by njamison; on Dec 15, 2015
Views: 2972

Themes from Cisco Collaboration Summit 2015

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Posted by BrendanRead; on Nov 05, 2015
Views: 4619

Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.

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