Latest News

CallCabinet, Call Journey Unveil Contact Center Solution
CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.

By: Maurice Nagle | 6/12/2019

Increasing Contact Center Efficiency While Reducing Costs
Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…

By: Erik Linask | 6/10/2019

New Growth and New Customers for 8x8 Contact Center
The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, re…

By: Tracey E. Schelmetic | 6/6/2019

Getting from Order to Auto-Renewal with Zero Effort
Getting from order to auto-renewal with zero effort from customer service is what is expected today. Gemalto, a Thales company, talks about just that …

By: Laura Stotler | 6/5/2019

NexusTek Redefines IT for SMBs with Four-Tiered MSP Offering
NexusTek has redefined its MSP practice with four managed services plans to eliminate the frustration SMBs feel around IT pricing, management, integra…

By: Erik Linask | 6/3/2019

Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective
How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…

By: Erik Linask | 6/3/2019

It's here! Software Licensing Operational Challenges that Hinder Growth
Let's explore the 5 key software licensing operational challenges that if not addressed will hinder growth.

By: Maurice Nagle | 5/31/2019

Promero, BrightPattern Partner to Provide Omnichannel
BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…

By: Maurice Nagle | 5/30/2019

Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …

By: Erik Linask | 5/28/2019

Automating the Software Supply Chain Drives Operational Efficiency - Thales Group is proof!
Automation is not new, as alleviating human error or tedious and time consuming processes has long been a goal for organizations around the globe. As …

By: Maurice Nagle | 5/24/2019

TechnologyOne Turns to Cloud Communications
Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…

By: Maurice Nagle | 5/20/2019

Extreme Networks D livers Customer-driven Networking Solutions with Sentinel
Networking powerhouse Extreme Networks is taking advantage of Gemalto's Sentinel solutions to transform its business model from a hardware-centric to …

By: Laura Stotler | 5/20/2019

Making Your Entire Organization Part of the Unified Customer Experience
In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…

By: Erik Linask | 5/20/2019

Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

By: Maurice Nagle | 5/16/2019

HPE Discusses Impact of Automating the Software Supply chain with Software License Management as the First Step in Increasing Customer Satisfaction
Listen to your customers! Take feedback constructively to build long term, loyal partner and customer relationships. When customers speak, you should …

By: Maurice Nagle | 5/14/2019

Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

By: Erik Linask | 5/13/2019

TCN, Envision Team Up on Workforce Optimization
TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

By: Maurice Nagle | 5/8/2019

There Is No True Cloud Security Without Comprehensive Command and Control
The SANS Institute polled several hundred respondents across many industries, and findings included vulnerabilities in the approaches of technology, f…

By: Shrey Fadia | 5/8/2019

Will Artificial Intelligence Replace Agents in Your Contact Center?
Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

By: Erik Linask | 5/6/2019

Microservices and Security: A Connection Worth Making
On the trajectory from client-server to web to mobile and now to a world of extreme digital transformation, we're now fully into the age of microservi…

By: Shrey Fadia | 5/2/2019