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Operator Clouds: Safeguard Memories, Grow Revenue and Build Loyalty

Offering additional cloud storage isn't just for companies like Apple or Google. The fact is that telecom operators have distinct advantages over these cloud providers.

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Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

By: Erik Linask | 5/13/2019

TCN, Envision Team Up on Workforce Optimization
TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

By: Maurice Nagle | 5/8/2019

There Is No True Cloud Security Without Comprehensive Command and Control
The SANS Institute polled several hundred respondents across many industries, and findings included vulnerabilities in the approaches of technology, f…

By: Shrey Fadia | 5/8/2019

Will Artificial Intelligence Replace Agents in Your Contact Center?
Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

By: Erik Linask | 5/6/2019

Microservices and Security: A Connection Worth Making
On the trajectory from client-server to web to mobile and now to a world of extreme digital transformation, we're now fully into the age of microservi…

By: Shrey Fadia | 5/2/2019

Orchestrating the Edge, Ribbon Ties Up A Partnership with Westcon-Comstor for Cloud to Edge Technology Solution Distribution
Westcon-Comstor, a European-based, value-added technology distributor of solutions in data center, infrastructure, collaboration and security today an…

By: Arti Loftus | 4/30/2019

8 Reasons to Offer a Callback Service in Your Contact Center
Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

By: Erik Linask | 4/29/2019

A Hybrid Cloud Approach Practical for Contact Centers
Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

By: Laura Stotler | 4/29/2019

Inference Eases Virtual Agent Development and Deployment
Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

By: Maurice Nagle | 4/24/2019

QSC: From Rock and Roll Hardware to a Software Driven Business
Recently, hardware turned software vendor QSC experienced the evolution of software licensing from protecting your intellectual property to delivering…

By: Maurice Nagle | 4/24/2019

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

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