Contact Center Solutions

From Contact Environment to Interaction Ecosystem: The Future of the Customer Contact Center

Few areas of business operation have been called into greater question in recent years than customer contact centers. Between impersonal automated systems, frustrating menus, and the hot potato topic of overseas outsourcing, the operational model of the customer service contact center has lost touch with its core reason for being - to service the customer. [ Read More ]
02/13/2012

TMCnet Contact Center Solutions Week in Review

It is almost difficult to know where to begin, given all of the interesting contact center activities around the world. However, a great place to begin is with the Editors Choice feature by TMCnet contributor Tracey E. Schelmetic about a terrific webinar sponsored by Interactive Intelligence, "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How you can be read.," The webinar featured Forrester Research principal analyst, Art Schoeller, Interactive Intelligence senior vice … [ Read More ]
02/11/2012

Aegis Lands in Magic Quadrant

Global outsourcing provider Aegis Limited has been named as one of 16 firms in Gartner Inc's 2011 Magic Quadrant for Customer Management Contact Center BPO Worldwide. [ Read More ]
02/10/2012

Interactive Intelligence Hires Mitchell Phillips as Australian Territory Manager

Interactive Intelligence Group, Inc., a global provider of unified business communication solutions for contact centers, unified communications, and business process automation, was in need for someone to take over their Australian territory. The company announced that Mitchell Phillips seems to be the new man for the job. [ Read More ]
02/10/2012