Latest News

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

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