Latest News

Top-down vs. Bottom-up Approaches to Moving to Cloud
Many companies and government agencies adopt a "top-down" approach in setting IT policy, making sure technology is secure before approving it for orga…

By: Special Guest | 4/28/2017

Cloud Computing Market to Hit $41.7B in 2017
The latest IDC Worldwide Quarterly Cloud IT Infrastructure Tracker has revealed a 15.3 percent increase in cloud computing for 2017, with a total mark…

By: Michael Guta | 4/27/2017

Chatbots Key 'Aspect' to Future of Contact Center Solutions
Today, Aspect Software announced the Aspect Software NLU Lab, tasked with providing a best practice resource, sharing forum, use cases as well as desi…

By: Maurice Nagle | 4/26/2017

TalkIQ Translates VoC with Predictive Insights
TalkIQ's announced the newest addition to its platform: Predictive Insights. The solution offers actionable insight and forecasting for sales, CSAT sc…

By: Maurice Nagle | 4/25/2017

Cognitive Technologies Make Contact Center Solutions Smarter
A recent report by Aberdeen Group entitled, "Cognitive Customer Experience: The Future Is Here" found that the implementation of cognitive technologie…

By: Tracey E. Schelmetic | 4/25/2017

Cloud-Based Software Licensing a Helpful Tool for Customer Satisfaction
Customer satisfaction is becoming the biggest competitive differentiator for businesses. Software licensing and monetization solutions like Gemalto's …

By: Laura Stotler | 4/24/2017

Westcon-Comstor System Improves Contact Centers
Westcon-Comstor recently brought in a new addition to its BlueSky marketplace: the Servion ServCloud contact-center-as-a-service (CCaaS) system.

By: Steve Anderson | 4/24/2017

Automated Empathy in the Contact Center of the Future
The future contact center will make use of artificial intelligence (AI) to better route customers to the appropriate agent and analyze and react to em…

By: Laura Stotler | 4/24/2017

Contact Center Solutions Week in Review: Amazon, CallTower, Communications 20/20
Contact Center Solutions Week in Review over the past five days has talked about how artificial intelligence will raise the stakes for contact center …

By: Paula Bernier | 4/22/2017

Natural Language Processing Will Grow Into New Applications
While analytics of data plays a large role in the advancement of contact center solutions, natural language processing (NLP) has also pushed customer …

By: Tracey E. Schelmetic | 4/21/2017

AI Will Raise the Stakes for Contact Center Solutions
With Amazon's recent addition to the contact center solutions space - Amazon Connect is a cloud-based contact center solution based on the company's "…

By: Tracey E. Schelmetic | 4/20/2017

Multilingual Bots Mean Better Contact Center Success
When considering technology available to the contact center, consider the addition of bots that can handle more than one language.

By: Steve Anderson | 4/19/2017

5 Trends Every SaaS Sales Leader Needs to Know
The SaaS model - led by companies such as Microsoft and SalesForce - is attracting more disruptors than ever before. As new companies threaten marketp…

By: Special Guest | 4/18/2017

What Is Cloud Waste (And How Can You Prevent It)?
"Waste not, want not." That was one of the quips of Founding Father Benjamin Franklin. It couldn't be more timely advice in today's cloud computing wo…

By: Special Guest | 4/18/2017

Startup Overheads for Contact Centers in 2017
Opening up a contact center could be a great idea for some businesses. However, if you're considering opening up a contact center, there are a couple …

By: Special Guest | 4/18/2017

Cloud Computing and AI Are Merging Together
Cloud computing and artificial intelligence (AI) are two seemingly unrelated technologies that have already transformed how we engage with the world a…

By: Kayla Matthews | 4/12/2017

CTIntegrations Delivers More Solutions with CT Suite Release 3
The availability of CT Suite Release 3 from CTIntegrations is going to provide additional contact center solutions by giving agents more functions for…

By: Frank Griffin | 4/12/2017

Peak 10 Details Channel, Customer Strategy
Peak 10 is a national provider of cloud and colocation services. It is investing richly in the channel, and wants to increase the amount of business i…

By: Paula Bernier | 4/12/2017

Clarabridge's Contact Center Solution Delivers New Capability
A variety of new tools comes included with the Clarabridge contact center solution, including voice transcription and greater analytics capability.

By: Steve Anderson | 4/11/2017

CallTower and Five9 Deliver a Virtual Contact Center Solution
A new partnership between CallTower and Five9 is going to empower businesses with an enterprise virtual cloud contact center solution for Microsoft an…

By: Frank Griffin | 4/11/2017