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Contact Center Solutions Featured Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014

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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