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Contact Center Solutions Featured Articles

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

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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