Latest News

How to Identify and Eliminate the Pain Points across the Customer Journey
Discovering the root cause of a customer experience friction point requires a classification model that incorporates an exhaustive list of that compan…

By: Special Guest | 2/5/2019

What the Cloud Means for MSPs
The digital age is all about increasing monthly recurring revenue. Companies need to understand things are changing. People are seeing a huge shift in…

By: Special Guest | 2/4/2019

Transforming Toward an As-A-Service Model
Tech companies are attempting to adopt flexible consumption models to provide offerings as a service. Doing it right requires transforming both the bu…

By: Special Guest | 2/4/2019

The New Digital Workforce is Transforming the Workplace
The implementation of digital workers like AI and automation is transforming the very nature of human work.

By: Bill Yates | 2/4/2019

Artificial Intelligence Is Driving New Virtual Assistant Tools in Customer Support
Artificial intelligence (AI) has been revolutionary for solutions that support networking, logistics, diagnosis, public safety and manufacturing. AI h…

By: Tracey E. Schelmetic | 1/31/2019

Assessing Contact Center Agents for Empathy Skills
If you run a contact center, you're probably proud of your agent training program. (If you're not, hopefully you're figuring out a way to change it.) …

By: Tracey E. Schelmetic | 1/30/2019

Contact Center Serving Solutions to Federal Employees Impacted by Shutdown
The partial government shutdown is impacting many people in many ways, but Eli Lily and Company is doing what it can to make sure diabetics are receiv…

By: Maurice Nagle | 1/23/2019

Jive: How Cloud is Making Communications Better (Part 1)
We all wasting valuable time every day on tasks that decelerate our work processes due to inefficient of incomplete communications solutions. Unified …

By: Erik Linask | 1/21/2019

Cloud Communications Week in Review: Avaya, CNSG, Creston & More
The cloud era is upon us, and the dawn of a new day has arrived. Technology is in the midst of a major transformation as a result of cloud computing, …

By: Maurice Nagle | 1/19/2019

CNSG, nexVortex Sign Master Agent Agreement
NexVortex announced a freshly signed master agent agreement with Converged Network Services Group (CNSG). The pairing puts Exceptional SIP Trunking an…

By: Maurice Nagle | 1/18/2019

Avaya Augments Desktop Experience
Avaya aims to improve the desktop experience with a number of new additions to its portfolio. These include headsets, expanded feature support as well…

By: Maurice Nagle | 1/17/2019

Zappix Announces Amazon Alexa Integration
Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF's BIG Show this week, the new integration will be a…

By: Maurice Nagle | 1/17/2019

LicensingLive! Speakers Offer Advice on Adopting, Optimizing Subscription Models
If you're considering or are in the midst of shifting to a subscription licensing model, you'll want to have some flexible offerings, ensure company a…

By: Paula Bernier | 1/11/2019

Twilio Announces New Chief Product Officer
Twilio announced that as of January 14th, Chee Chew will serve as the cloud communications company's new Chief Product Officer. In joining the team, C…

By: Maurice Nagle | 1/11/2019

Incessant Tech: Redefining the Future of Work with Digital Automation Strategies
As businesses continue to undergo their digital transformation projects, many of them are looking to automation as part of the answer. Hear more at Fu…

By: Erik Linask | 1/9/2019

Tehama.io: Making Sure Businesses Can Function in the Cloud Era
SVP Gene Villeneuve tells us what's going on at Tehama and how the company is helping overcome some of the challenges of the cloud age so users can fu…

By: Erik Linask | 1/9/2019

Wounded Warrior Project Picks Talkdesk
Wounded Warrior Project (WWP) announced the selection of Talkdesk's enterprise contact center platform to support the WWP's warrior Resource Center in…

By: Maurice Nagle | 1/8/2019

LicensingLive! Speaker Roll Emphasizes 'The Power of Decision'
In an effort to help businesses decide to embrace change, Gemalto hosted ultra athlete Roll at its recent LicensingLive! event. There Roll emphasized …

By: Paula Bernier | 1/4/2019

Helpshift, Zipwhip Discuss Messaging, Texting, CX
Customer service continues to become more asynchronous, automated, intelligent, and proactive. Just look at what companies like Helpshift and Zipwhip …

By: Paula Bernier | 1/4/2019

Vector Capital to Acquire Aspect Software
Workforce optimization market leader Aspect Software announced a definitive merger agreement to be purchased by Vector Capital. The deal involves $100…

By: Maurice Nagle | 1/3/2019