Latest News

Time to Automate the Software Supply Chain
Automation is proving its worth as a key component of digital transformation. Whether your firm is built on hardware solutions and is now focusing on …

By: Maurice Nagle | 5/23/2019

TechnologyOne Turns to Cloud Communications
Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…

By: Maurice Nagle | 5/20/2019

Extreme Networks D livers Customer-driven Networking Solutions with Sentinel
Networking powerhouse Extreme Networks is taking advantage of Gemalto's Sentinel solutions to transform its business model from a hardware-centric to …

By: Laura Stotler | 5/20/2019

Making Your Entire Organization Part of the Unified Customer Experience
In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…

By: Erik Linask | 5/20/2019

Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

By: Maurice Nagle | 5/16/2019

HPE Discusses Impact of Automating the Software Supply chain with Software License Management as the First Step in Increasing Customer Satisfaction
Listen to your customers! Take feedback constructively to build long term, loyal partner and customer relationships. When customers speak, you should …

By: Maurice Nagle | 5/14/2019

Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

By: Erik Linask | 5/13/2019

TCN, Envision Team Up on Workforce Optimization
TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

By: Maurice Nagle | 5/8/2019

There Is No True Cloud Security Without Comprehensive Command and Control
The SANS Institute polled several hundred respondents across many industries, and findings included vulnerabilities in the approaches of technology, f…

By: Shrey Fadia | 5/8/2019

Will Artificial Intelligence Replace Agents in Your Contact Center?
Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

By: Erik Linask | 5/6/2019

Microservices and Security: A Connection Worth Making
On the trajectory from client-server to web to mobile and now to a world of extreme digital transformation, we're now fully into the age of microservi…

By: Shrey Fadia | 5/2/2019

Orchestrating the Edge, Ribbon Ties Up A Partnership with Westcon-Comstor for Cloud to Edge Technology Solution Distribution
Westcon-Comstor, a European-based, value-added technology distributor of solutions in data center, infrastructure, collaboration and security today an…

By: Arti Loftus | 4/30/2019

8 Reasons to Offer a Callback Service in Your Contact Center
Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

By: Erik Linask | 4/29/2019

A Hybrid Cloud Approach Practical for Contact Centers
Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

By: Laura Stotler | 4/29/2019

Inference Eases Virtual Agent Development and Deployment
Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

By: Maurice Nagle | 4/24/2019

QSC: From Rock and Roll Hardware to a Software Driven Business
Recently, hardware turned software vendor QSC experienced the evolution of software licensing from protecting your intellectual property to delivering…

By: Maurice Nagle | 4/24/2019

NextGen Technology Group, Wildix Announce Strategic Partnership
NextGen Technology Group, a national organization comprised of technology integrators who seek business growth by embracing next-generation IP based s…

By: TMC | 4/23/2019

Why Video Can Differentiate Your Customer Experience
Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

By: Erik Linask | 4/22/2019

Why You Have to Measure CSAT and How to do it Right
While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…

By: Erik Linask | 4/16/2019

Heightened Security: Networking Software Addressing Growing Threats
Even as enterprises are increasingly adopting SD-WAN for all the obvious benefits, including simplifying operations and reducing costs, IT leaders are…

By: Shrey Fadia | 4/15/2019