Contact Center/Customer Experience

Why a Virtual Customer Could Save Your Contact Center

Darc Rasmussen | August 29, 2016 |
Getting a customer's perspective on contact center performance is a must-do.

Buying CCaaS: Brand Name vs. White Label

Sheila McGee-Smith | August 25, 2016 |
When evaluating prospective service providers, ask: Whose cloud contact center software is that?

Communications-as-a-Feature: How Salesforce Will Replace Your ACD

Chris Vitek | August 23, 2016 |
With WebRTC-based communications tools like Live Agent for real-time chat, Salesforce is knocking on contact center doors.

Delivering Omnichannel Experience in Multichannel World

Darc Rasmussen | August 22, 2016 |
Effective performance management isn't just about identifying where a problem exists but about identifying potential issues before they arise.

Five9 Gets Smart on Customer Journey

Sheila McGee-Smith | August 17, 2016 |
Summer Release to bring sophisticated customer journey analytics to cloud contact center platform.

Cloud Comms Makes Movement Mortgage Happy

Beth Schultz | August 09, 2016 |
With 8x8 Virtual Office service, this mortgage industry innovator ends employee grumbling about call quality, performance issues.

Genesys, Avaya Rumor Provokes Conversation

Sheila McGee-Smith | August 08, 2016 |
True or not, speculation that Genesys has its eye on Avaya's contact center business is a hot topic among industry watchers.

What Does That Text Mean?

Gary Audin | July 29, 2016 |
Text tone analysis could lead to improved understanding and better interactions.


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.