Latest News

Selectra Sheds Infrastructure for ContactWorld Contact Center Solution
Today, NewVoiceMedia announced that Selectra signed a three year deal to leverage the ContactWorld for Service Platform. ContactWorld will replace the…

By: Maurice Nagle | 6/20/2017

Snell Chooses Gemalto Sentinel for Its On Demand Framework
Broadcast and post-production technology solutions provider Snell developed its Snell On Demand Framework to address the needs of a rapidly changing m…

By: Tracey E. Schelmetic | 6/19/2017

Contact Center Solutions Week in Review: Enghouse Interactive, MetroNaps, Oracle
Contact Center Solutions this week tackled the topics of cloud contact centers, rest, service in the age of social support, and WebRTC.

By: Paula Bernier | 6/17/2017

Hitachi Content Platform Portfolio Improves Cloud Computing Efficiency
The Hitachi Content Platform Portfolio has been updated to improve the efficiency of cloud computing and multi-cloud environments to achieve higher sa…

By: Michael Guta | 6/15/2017

Service in the Age of Social Support
In the last decade, consumers have increasingly sought out social platforms as channels to both engage with brands and to consult with their highly-co…

By: Special Guest | 6/15/2017

ParkMyCloud Now Supports Auto Scheduling for Google Cloud Platform
ParkMyCloud announced it now supports the Google Cloud Platform (GCP) in addition to Amazon Web Services (AWS) and Microsoft Azure, which brings three…

By: Frank Griffin | 6/14/2017

How Short Rests Can Improve Call Center Performance
Research shows that taking a nap improves workers' alertness, productivity and receptiveness to learning, and call centers that have installed short-r…

By: Special Guest | 6/14/2017

GENBAND, Five9 Partner to Put Power of WebRTC in Contact Centers
Today, contact center solution provider Five9 and GENBAND announced a newly minted partnership. Now, Five9's contact center customers can put the powe…

By: Maurice Nagle | 6/14/2017

Mistakes to Avoid When Using Cloud Contact Center Technology
Cloud technology has transformed the industry by effectively removing the need for enterprises to own, operate and manage an on-site contact center sy…

By: Special Guest | 6/12/2017

Mistakes to Avoid When Using Cloud Contact Center Technology
Cloud technology has transformed the industry by effectively removing the need for enterprises to own, operate and manage an on-site contact center sy…

By: Special Guest | 6/12/2017

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