Latest News

Analytics Help Companies Predict Customer Behavior
Predictive analytics can be used to pull all the information into a "big picture" that will help companies understand the optimal times to reach out t…

By: Tracey E. Schelmetic | 5/22/2017

Vivonet Deploys Cloud Contact Center Solution
Vivonet has deployed PureCloud by Genesys, a cloud based contact center solution.

By: Andrew Bindelglass | 5/22/2017

Constellation Research to present a live webinar on New Business Models for the IoT
On Wednesday, June 14 at 1:00 p.m. EST, Constellation Research CEO, R "Ray" Wang and the Gemalto team will be putting on a webinar titled "Building Ne…

By: Alicia Young | 5/22/2017

Contact Center Solutions Week in Review: Enghouse Interactive, NexGen Agency, Aspect
The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.

By: Alicia Young | 5/20/2017

Cloud Application Lifecycle Management
Enterprises typically have diverse application portfolios, which is why so many are turning to a hybrid cloud strategy. Some applications have variabl…

By: Special Guest | 5/19/2017

Cloud vs. Data Center: Important Things to Know
Whether moving to cloud computing or sticking to an in-house data center, there are important things to know.

By: Steve Anderson | 5/18/2017

RackWare Hybrid Cloud Management Now GA
RackWare today announced the general availability of its solution for managing hybrid cloud environments. The Advanced Hybrid Cloud Management Suite a…

By: Paula Bernier | 5/18/2017

Chatbots Versus Summer Interns for Low-Level Work
It's summer: that special time of year when companies can hire interns and not pay them to do mind-numbingly boring tasks. Interestingly, mind-numbing…

By: Tracey E. Schelmetic | 5/18/2017

NexGen Agency Provides Contact Center Check-Ups
NexGen will begin providing Facebook and call center "check-ups" for contact centers.

By: Andrew Bindelglass | 5/17/2017

Omnichannel Customer Experience Growing Concern in Contact Centers
The biggest new development in contact centers of late, according to a Deloitte study, is the omnichannel customer experience.

By: Steve Anderson | 5/17/2017

Network Infrastructure is Undergoing a 'Tectonic Shift': New CCO Explains How Coriant is Addressing This
Coriant recently added to its team by bringing aboard Homayoun Razavi, a 30-year veteran of the tech industry. His career includes executive positions…

By: Paula Bernier | 5/16/2017

Enghouse Interactive and NEC Canada Announce Contact Center Solution
Enghouse Interactive and NEC Canada have announced the availability of UNIVERGE BLUE Business Cloud Services Contact Center solution to supply the Can…

By: Michael Guta | 5/15/2017

Servitization and the Path to Success for Industrial Automation
The Industrial Automation equipment sector is experiencing a paradigm shift in the way it incorporates Servitization into their business models to off…

By: Laura Stotler | 5/15/2017

Contact Center Solutions Week in Review: Aspect, Calabrio, Serenova
The cloud, customer engagement, customer satisfaction, expansion, and workforce management were among the key themes in Contact Center Solutions this …

By: Paula Bernier | 5/13/2017

Serenova and Calabrio Partner for Contact Center Solutions
Serenova and Calabrio have announced a partnership to offer enhanced contact centers and workforce optimization.

By: Andrew Bindelglass | 5/11/2017

Smart Link Expands Avaya Contact Center
Smart Link is planning to expand its contact center in Saudi Arabia.

By: Andrew Bindelglass | 5/10/2017

How Cloud Computing Can Change Digital Marketing
There are many different industries that can benefit significantly from cloud adoption. In fact, 90 percent of companies are using the cloud in some f…

By: Lindsey Patterson | 5/9/2017

Aspect Software Reveals SaaS WFM Solution
Today, Aspect Software announced the arrival of Aspect Via Workforce Management - the SaaStastic sibling of the award-winning solution. Aspect Via, as…

By: Maurice Nagle | 5/8/2017

Cognizant Licenses, Trains on Pivotal Cloud Foundry
Cloud platform company Pivotal and application engineering outfit Cognizant are deepening their relationship. This expanded partnership will see Cogni…

By: Paula Bernier | 5/8/2017

Proactive Customer Engagement Goes Beyond Customer Satisfaction
Usually, satisfied customers return to a position of neutrality about your organization. Most contact center solutions today are created to placate cu…

By: Tracey E. Schelmetic | 5/8/2017