Latest News

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

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