Latest News

Gemalto Provides Valuable Insights Into Servitization
An upcoming webinar from Gemalto will take a closer look at how to successfully embrace and launch emerging servitization business models. The webinar…

By: Alicia Young | 6/12/2017

Contact Center Solutions Week in Review: Aspect, Mahindra Comviva, ShoreTel, TELUS International
Aspect Software, Mahindra Comviva, ShoreTel, and TELUS International were front and center this week in our Contact Center Solutions coverage.

By: Paula Bernier | 6/10/2017

TELUS International Touts New Omni-Channel Solution
This week, TELUS International announced the arrival of its omni-channel customer support solution. Moving beyond simply deploying the solution, TELUS…

By: Maurice Nagle | 6/9/2017

Aspect Named Vendor of the Year by Frost & Sullivan
Aspect Software receives the 2017 Frost & Sullivan Thailand Contact Center Applications Vendor of the Year Award from Frost & Sullivan.

By: Alicia Young | 6/9/2017

ShoreTel Says G'day Mate with Cloud Contact Center Solution
ShoreTel announced the arrival of ShoreTel Connect CLOUD and ShoreTel Connect CLOUD Contact Center solutions to Australia this week. Already available…

By: Maurice Nagle | 6/8/2017

Mahindra Comviva Expands Ngage Messaging Platform
Mahindra Comviva has added chatbot, push notifications, and social media integration to its Ngage messaging platform.

By: Paula Bernier | 6/8/2017

How Cloud Technology Can Save Millions of Dollars
Spending two years and two million dollars to implement an on-premises management information system has been an all too common experience for compani…

By: Special Guest | 6/5/2017

Pricing and Packaging Strategies for the SaaS Era
The SaaS and cloud business models offer a host of benefits to ISVs and their customers. By carefully crafting their pricing and packaging strategies …

By: Laura Stotler | 6/5/2017

Contact Center Solutions Week in Review: Aspect, Avtext, DeviceBits, Virtual Hold Technology
This week in Contact Center Solutions we learned about a new acquisition, omnichannel in retail, the wide-ranging impacts of and inputs to customer ex…

By: Paula Bernier | 6/3/2017

Omnichannel Is About Customer Support, Not Sales Alone
A recent whitepaper by DeviceBits noted that omnichannel is now widely accepted as the strategy that will drive retail into the future. The problem is…

By: Tracey E. Schelmetic | 6/2/2017

Customer Engagement Doesn't Begin and End in the Contact Center
A good customer engagement program bolstered by an omnichannel solution can help turn your customer relationships into productive two-way conversation…

By: Tracey E. Schelmetic | 6/1/2017

Aviatrix Honored As "Cool" Cloud Computing Vendor
Aviatrix has been named a "cool vendor" in cloud computing for 2017 by Gartner Inc.

By: Andrew Bindelglass | 6/1/2017

NVIDIA Ramps Up Cloud Computing with New Partner Program
NVIDIA's new partner program represents a major advance in cloud computing, offering early access to new architecture and more.

By: Steve Anderson | 6/1/2017

Avtex Acquires IAS for Improved CX
Avtex, a provider of Customer Interaction Management Solutions, announced this week that it has acquired Integrated Access Solutions (IAS), a customer…

By: Alicia Young | 5/31/2017

Be One with the Cloud
Every interaction, touch point, and communication can move a customer's stress level. Successful brands create a harmonious connection with customers …

By: Special Guest | 5/30/2017

Medical Equipment Vendors Need an Embedded Software Monetization Strategy
Medical equipment manufacturers are moving away from a hardware-centric approach and using embedded software as their intellectual property. The indus…

By: Laura Stotler | 5/29/2017

Technology Makes 'Fast, Good and Affordable' Customer Support Possible
With yesterday's technology, achieving "fast, good and cheap" customer support might have been about as easy as summoning a unicorn to your garden. Sm…

By: Tracey E. Schelmetic | 5/26/2017

TCN Bolsters Contact Center with Text Messaging
TCN's latest addition to TCN Platform 3.0 offers contact centers a new SMS text messaging option.

By: Steve Anderson | 5/24/2017

Four Common Cloud Challenges and How to Deal With Them
Cloud migration has accelerated among businesses of all sizes in the last two years, driven in large part by the desire to become more agile, reduce o…

By: Special Guest | 5/23/2017

Genesys Lands New Contact Center Milestone
Gartner takes home a leader slot in the Gartner Magic Quadrant study on contact center infrastructure and systems.

By: Steve Anderson | 5/22/2017