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Contact Center Solutions Featured Articles

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]
04/13/2015

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]
04/10/2015

Featured Resources

Whitepaper: Contact Center Metrics that Matter
Many performance metrics are as old as the contact center industry itself, and are still in widespread use. But as new communications channels such as social media emerge, and as the definition of efficient customer service evolves, new metrics are gaining the attention of the industry.

Product Demo: Customer Interaction Center ™ (CIC)
Want to make your business really stand out? Watch this demo and find out how you can turn customer service into a competitive weapon.

Practical Guide: Implementing a Quality Monitoring Program in the Contact Center
Quality monitoring is a must to reach higher levels of operational performance, agent performance, and customer satisfaction. The best contact centers clearly define what they expect their quality monitoring program to achieve, set well-defined objectives and measurements for the program, and put in place practices to meet each goal consistently. Doing so is the difference between a meaningful and successful QM program and one that falls short of its intended purpose.

On Demand Webinar: Virtual Customer Care. When Is It Right For You?
Should your business trade in its brick-and-mortar call center for a new virtual model?

Case Study: Bentley Systems
Bentley Systems deploys integrated all-in-one ip communications software suite with Microsoft® Lync® solution. Software company saves $1 million annualy as a result of integrated solution.

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