Latest News

VoiceFoundry Improves Contact Center Operations with Freshdesk
VoiceFoundry improves its presence in contact center operations by joining the Freshdesk Marketplace.

By: Steve Anderson | 4/5/2017

Nubia Offers Exceptional Customer Experience with B2X Solution
Nubia is using B2X's SMARTCARE Technology platform to track the customer experience in real time, from the moment a consumer reports a problem with hi…

By: Alicia Young | 4/4/2017

Wheelings & Dealings: Calabrio Buys Symmetrics
Calabrio today revealed its acquisition of Symmetrics, which sells a visualized reporting tool that combines and presents call center and enterprise d…

By: Paula Bernier | 4/4/2017

Shift to a Recurring Revenue Model Today
Customers today are more informed and more demanding than ever before. This is true across the board - from retail to healthcare and so many industrie…

By: Stefania Viscusi | 4/3/2017

Cisco, Valor Improve Customer's Contact Center
Cisco and Valor Global have recently been promoting their partnership, through which they deliver call center solutions. And the companies have come o…

By: Paula Bernier | 4/3/2017

Contact Center Solutions Week in Review: Serenova, Amazon, Genesys
The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

By: Stefania Viscusi | 4/1/2017

Amazon, Serenova Announce New Contact Center Solutions
Serenova this week is demonstrating a new agent interface for its CxEngage solution. And yesterday Amazon Web Services announced Amazon Connect, which…

By: Paula Bernier | 3/29/2017

Congress Once Again Proposes Call Center Offshoring Legislation
If this act became law, cloud contact center solutions could help companies that traditionally outsourced to keep contact center work in the U.S. whil…

By: Tracey E. Schelmetic | 3/28/2017

Reports of the Cloud's Death Are Greatly Exaggerated
Levine has told various media outlets that cloud computing, in his mind, is analogous to mainframe computing. Both are centralized. But the Internet o…

By: Paula Bernier | 3/28/2017

Genesys Adds Features to Contact Center Solution
Genesys used Enterprise Connect to unveil new product features for its contact center solutions.

By: Andrew Bindelglass | 3/27/2017

Cloud Computing 2.0 is Here: Welcome to Fog Computing
Cloud computing has been a buzz worthy phrase lately, but now people are curious about the next generation of cloud computing: fog computing. Keep rea…

By: Kayla Matthews | 3/27/2017

Business Processes & Outcomes Key to Successful Software Licensing Strategy
A comprehensive software licensing strategy should take into account all people, business processes and technologies for success.

By: Laura Stotler | 3/27/2017

Contact Centers Should Shoot for Success in Customer Experience Game
Contact centers can learn some valuable lessons about agent coaching and preparedness from the March Madness basketball tournament.

By: Laura Stotler | 3/27/2017

Five Cyber Threats E-commerce Websites Should Watch Out For
Regardless of the size of the business, the threat posed by cyber criminals is real. Here are five of the biggest cyber threats e-commerce websites ne…

By: Special Guest | 3/21/2017

Aspect Software Named "Best of the Best" Professional Service Organization
Aspect Software was just recognized by SPI Research as a "Best of the Best" Professional Service Organization, which is given to companies for bottom …

By: Frank Griffin | 3/21/2017

Head Germany GmbH Deploys Avaya's Contact Center Solutions
Head Germany GmbH is going to deploy Avaya IP Office and Avaya Customer Engagement to access contact center solutions that will improve customer engag…

By: Michael Guta | 3/21/2017

Enghouse Interactive Introduces New Contact Center Solution
Enghouse Interactive has launched its newest contact center solution: QMS 7.0

By: Alicia Young | 3/21/2017

Wanda Group to Sell IBM Cloud in China
IBM has joined forces with Dalian Wanda Group to provide Chinese companies with cloud services. The partners have founded a new venture called Wanda C…

By: Paula Bernier | 3/20/2017

8x8 Adds Features to Simplify Cloud Contact Center Adoption
8x8 has introduced new Virtual Contact Center Editions along with implementation packages to simplify cloud contact center adoption for organizations …

By: Frank Griffin | 3/20/2017

VMware to Discuss Cloud, Virtualization Benefits
To learn more about how virtualization works, how it relates to the cloud, and how your company can benefit from it, check out the webinar "Your Journ…

By: Paula Bernier | 3/20/2017