Latest News

NextGen Technology Group, Wildix Announce Strategic Partnership
NextGen Technology Group, a national organization comprised of technology integrators who seek business growth by embracing next-generation IP based s…

By: TMC | 4/23/2019

Why Video Can Differentiate Your Customer Experience
Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

By: Erik Linask | 4/22/2019

Why You Have to Measure CSAT and How to do it Right
While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…

By: Erik Linask | 4/16/2019

Heightened Security: Networking Software Addressing Growing Threats
Even as enterprises are increasingly adopting SD-WAN for all the obvious benefits, including simplifying operations and reducing costs, IT leaders are…

By: Shrey Fadia | 4/15/2019

CCaaS on Display at Channel Partners
This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will …

By: Maurice Nagle | 4/11/2019

Are You Mapping Customer Journey?
In order to fully understand what motivates customers and to be able to adjust processes, it's important to look at and analyze the entire customer jo…

By: Erik Linask | 4/8/2019

Thales Finalizes Gemalto Acquisition
This week, Thales completed the acquisition of Gemalto. The nearly $5.4 billion dollar transaction results in a market leading security titan, offerin…

By: Maurice Nagle | 4/4/2019

Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service
Self-service is important to the contact center for many reasons. For starters, most people who get in touch with your company WANT to resolve their o…

By: Tracey E. Schelmetic | 4/2/2019

Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement
There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…

By: Special Guest | 4/1/2019

How to Succeed with Proactive IVR Campaigns
While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including m…

By: Erik Linask | 4/1/2019

Noble Systems Making Contact Center Migration to Cloud Easy
A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.

By: Erik Linask | 3/29/2019

Viavi Solutions Selects Gemalto for Software Licensing Management
Viavi Solution touts global leadership in communications test and measurement and optical technologies. Embracing the SaaSy reality of today, Viavi ve…

By: Maurice Nagle | 3/29/2019

Software License Management Keys
Software license management entails three key tenants, centralization, automation and end-user enablement.

By: Maurice Nagle | 3/29/2019

Why Context is Key to a Personalized Customer Experience
In today's digital age, where just about anything can be accomplished online, customers have taken to self-service options as a first step in problem …

By: Erik Linask | 3/25/2019

Noble Systems Shines at Enterprise Connect
Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…

By: Maurice Nagle | 3/19/2019

Using Caller Intent to Enhance Customer Experience
We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer d…

By: Erik Linask | 3/19/2019

Billing in a Multicloud World: The Great Challenge
If left unattended, the costs associated with multicloud environment can quickly get out of control.

By: Lenildo Morais | 3/14/2019

Give Customers What They Want
Meeting the demands of modern customers starts with understanding your product through their eyes - what they like, what they dislike and general thou…

By: Maurice Nagle | 3/14/2019

Five9 Finds Smart Messaging in WEBTEXT
WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…

By: Maurice Nagle | 3/11/2019

On Hold No More: Callback and InQueue Self-Service Options
Waiting on hold can be one of the most frustrating experiences for customers and, even if issues are ultimately resolved, there is often a negative pe…

By: Erik Linask | 3/11/2019