Latest News

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

The Buy vs. Build Dilemma for Software Monetization
Software companies need to weigh the pros and cons of building a custom software licensing and monetization solution versus purchasing an established …

By: Laura Stotler | 5/8/2017

Traditional Contact Center, Customer Service Solutions Must Update
A new report from Axway calls for advances in the contact center and customer service fields to better address the needs of today's consumer.

By: Steve Anderson | 5/4/2017

Mark III Systems Calls in Contact Center Help from Watson
Mark III Systems turns to IBM Cloud and Watson to launch a new contact center solution.

By: Steve Anderson | 5/3/2017

What to Expect in Cloud Computing
A string of forecasts have emerged for cloud computing, and the news looks reasonably good going forward.

By: Steve Anderson | 5/3/2017

This Is Why We Aren't Seeing More Cloud Startups
Cloud computing and storage services used to be extremely expensive, and it was a space that didn't see a lot of innovation or change. But all of that…

By: Kayla Matthews | 5/3/2017

Seeking a Self-Service Contact Center Solution? The Search is Over
A leader in the cloud contact center space, Aspect Software announced the arrival of CXP 17 this week, which empowers developers with a number of enha…

By: Maurice Nagle | 5/3/2017

Five9 Delivers Virtual Contact Center for Financial Services Firm
This week, Five9 announced a financial services company selected its cloud-based, Virtual Contact Center (VCC) solution. The financial services compan…

By: Maurice Nagle | 5/2/2017

Still Afraid of the Cloud? You Shouldn't Be
Despite the fact that the cloud has now been around for years, and is accepted by the tech community as a legitimate resource, it still remains an eni…

By: Alicia Young | 5/1/2017

Transforming a Multichannel Contact Center into an Omnichannel Powerhouse
Contact centers have evolved from neutral communications centers, offering an excellent product at an affordable price, into major drivers of company …

By: ASC Horizons | 5/1/2017

Broadcast Company Snell Moves to Software-Centric Licensing and Monetization
Snell, which specializes in broadcast and post production technologies, implemented Gemalto's Sentinel solutions to meet the licensing and monetizatio…

By: Laura Stotler | 5/1/2017

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