Latest News

Forrester Puts Aspect atop CCIM Leader List
Companies today require that all customer information be in the same place at the same time and accessible for all employees who touch the customer ex…

By: Tracey E. Schelmetic | 1/6/2017

DMG Names NICE WFO Market Leader
Contact center solutions have come a long way from just a desktop phone. Today's omni-channel world presents new challenges to what serves as the fron…

By: Maurice Nagle | 1/6/2017

Avtex and Genesys Partner for Better Contact Center Solutions
Avtex and Genesys have entered into a strategic partnership to improve services and offer better contact center solutions.

By: Alicia Young | 1/4/2017

Bahrain Launches New Contact Center
The Bahrain Center for Commerce and Industry has announced the launch of a contact center designed to better answer questions and serve customers.

By: Andrew Bindelglass | 1/3/2017

2017 Will Bring a Surge of Practical Use of Chatbots
Going forward, look for more organizations (including e-commerce companies) to implement chat bots to take the place of interactive voice response (IV…

By: Tracey E. Schelmetic | 12/30/2016

Security Fixes Keep SMS Safe in Contact Center Solutions
For companies wishing to retain this very easy and convenient way of communications for customer support as well as security, a few technology precaut…

By: Tracey E. Schelmetic | 12/30/2016

Cloud-based Contact Center Market on a Tear
Looking for a market with big returns? Cloud-based contact centers are looking at a 26.08 percent CAGR through 2020.

By: Steve Anderson | 12/29/2016

Five9 Emphasizes Importance of Customer Experience at ITEXPO
TMC recently caught up with Five9's CMO Kevin Gavin, who will be speaking at ITEXPO, to discuss the importance of collaboration and the customer exper…

By: Alicia Young | 12/28/2016

Understanding the Critical Difference Between Software Licensing and Entitlement Management
Any company dealing with third-party applications and software should understand the nuances of software licensing and entitlements, as well as entitl…

By: Laura Stotler | 12/27/2016

Positioning Network Service Providers for Success with Cloud Contact Center Solutions
Network Service Providers (NSPs), historically, have mostly operated in the connectivity business. But as cloud-based solutions continue to proliferat…

By: Special Guest | 12/22/2016

City of Mesa Employs Aspect Chatbot
The City of Mesa in Arizona is employing an Aspect Software-powered chatbot with which residents can interact to do account management, mobile bill pa…

By: Paula Bernier | 12/21/2016

Ways to Optimize Call Center Solutions
Call center solutions exist to streamline activities and improve the customer journey.

By: Susan J. Campbell | 12/20/2016

Managing Expectations on Chatbots
Chat bots won't engage your customers in a complex and nuanced conversation that leaves the customer with a shining impression of the company. They ca…

By: Tracey E. Schelmetic | 12/20/2016

Why Your Business Needs a Software Licensing and Monetization Solution
The digital transformation has begun. Companies and their customers are moving to software-centric solutions and on-demand usage. That calls for an en…

By: Paula Bernier | 12/19/2016

2017 Predictions for Call Center Technology
2016 proved to be a successful year for contact centers, and 2017 is predicted to be even more dynamic and profitable for the call center industry. Wi…

By: Special Guest | 12/19/2016

Storage the SwiftStack Way
Software has an insatiable appetite for today's world. Serving as the straw stirring the drink, innovation is driving the software-defined and SaaSy r…

By: Maurice Nagle | 12/16/2016

ITEXPO Panelist Five9 Lands Zendesk Deal
Ahead of its upcoming exhibition at ITEXPO, Five9 lands a big new deal with Zendesk for telephony options.

By: Steve Anderson | 12/14/2016

Tips for Contact Center Omni-Channel Customer Engagement Excellence
Focusing on the suggested areas will aid contact centers in delivering optimal omni-channel customer engagement.

By: Susan J. Campbell | 12/14/2016

Kandy Talks RTC, Predictions for 2017
Kandy, GENBAND's platform as a service offering, has been weaving rich communications services into business and consumer applications via mobile and …

By: Stefania Viscusi | 12/13/2016

Cloud Predictions 2017
Robert Green, CTO at cloud technologies provider Dizzion, offers his predictions for the cloud in 2017.

By: Stefania Viscusi | 12/13/2016