Paula Bernier Info

Paula Bernier is Executive Editor at TMC where she writes, edits and manages editorial content for INTERNET TELEPHONY, CUSTOMER and IoT Evolution magazine. She's also a regular contributor to TMCnet. Bernier was formerly editor in chief of xchange magazine, where she worked for more than 11 years. She’s also acted as a senior writer for Inter@ctive Week. Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director. Bernier also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.

Latest Articles

05/08/2018 VOX Partners with Ocular on O!Connect
04/26/2018 Amazon's Ring Adopts Aspect WFM Solution
04/19/2018 Cisco Reveals Cloud Customer Service Ambitions
04/09/2018 Don't Put Customer Experience on the Backburner
03/19/2018 8x8 X Series Provides Integrated Customer, Collaboration Experiences
02/21/2018 Twilio Reportedly Readying Contact Center API Bundle
02/20/2018 Genesys Brings PureCloud to New Markets
02/07/2018 Passage.AI Joins NICE inContact DEVone
02/01/2018 BBX Introduces Cloud Contact Center Solution
02/01/2018 Salesforce, Sabio, eGain Join Avaya AI Effort
01/23/2018 Avtex Buys QoS Telesys from Genesys
01/17/2018 Gig Economy Work Calls for New WFO/WFM Solutions
01/12/2018 Biz Technology Solutions, Enghouse Interactive Align
01/09/2018 Investment Bank Turns to NICE COMPASS
01/05/2018 3CLogic, MapAnything Integration Enhances Agent Efficiency
01/04/2018 Why Apple, Aspect Are Keen on India
01/02/2018 Virtual Assistants Could Generate $7.7B by 2025
12/28/2017 Marketers Need to Consider Contact Centers
12/11/2017 IMImobile Brings Omnichannel Chat to CXexchange
12/06/2017 Mitel Survey Promotes Machine-to-Person Communications
11/16/2017 Survey: Most Customers Uncomfortable with Chatbots
11/09/2017 Study Illustrates SAP Hybris Returns
10/27/2017 Reports: Customer Satisfaction is on the Decline
10/19/2017 Telax to Power Digitcom Canada Offering
10/19/2017 Israeli Bank Invests in Visual IVR
10/05/2017 Packet Fusion Buys Contact Center Outfit
09/26/2017 Enghouse Interactive Introduces Communications Center for Microsoft Office 365
09/26/2017 NewVoiceMedia Garners TMT Award
09/25/2017 NewVoiceMedia Gartners TMT Award
09/21/2017 Twilio Studio Visualizes Customized App Creation
09/08/2017 MAXIMUS Outfits Government Agencies with Virtual Assistants
08/29/2017 Weathering the Storm With Cloud Communications
08/15/2017 Devlin Joins ZOOM International
08/10/2017 GE's AI CX Spinoff Raises $5M
08/07/2017 L.L. Bean Bests Amazon's Customer Service
07/20/2017 TransPerfect Renames Remote Interpreting Division
07/13/2017 Avaya Innovates with New CX Cloud
07/13/2017 Apple Moves to Grab a Slice of the Contact Center
06/29/2017 DMG: NICE is Contact Center WFO Leader
06/24/2017 Contact Center Solutions Week in Review: Aspect, Elision Technolab, Selectra
06/17/2017 Contact Center Solutions Week in Review: Enghouse Interactive, MetroNaps, Oracle
06/10/2017 Contact Center Solutions Week in Review: Aspect, Mahindra Comviva, ShoreTel, TELUS International
06/08/2017 Mahindra Comviva Expands Ngage Messaging Platform
06/03/2017 Contact Center Solutions Week in Review: Aspect, Avtext, DeviceBits, Virtual Hold Technology
05/13/2017 Contact Center Solutions Week in Review: Aspect, Calabrio, Serenova
04/22/2017 Contact Center Solutions Week in Review: Amazon, CallTower, Communications 20/20
04/04/2017 Wheelings & Dealings: Calabrio Buys Symmetrics
04/03/2017 Cisco, Valor Improve Customer's Contact Center
03/29/2017 Amazon, Serenova Announce New Contact Center Solutions
03/09/2017 NewVoiceMedia Updates Contact Center, Sales Solution
02/24/2017 John Chambers, Andreesen Join Pindrop Board
12/21/2016 City of Mesa Employs Aspect Chatbot
12/07/2016 Chatbots, Personalization, Self-Service Are Growing Trends
10/20/2015 MaritzCX Opens Office in Sydney
07/28/2015 F&S Offers Advice for Buyers, Sellers of Cloud Contact Centers in EMEA
06/19/2015 Mattersight Survey Suggests Emotion, Personality is Important in Customer Service
04/21/2015 US Contact Center Jobs Continued to Increase in the First Quarter of 2015
03/17/2015 Cisco Brings Omnichannel Context to its Contact Center Solutions
03/09/2015 Salesforce Revs Up Omnichannel with the Service Cloud Intelligence Engine
02/05/2015 Interactive Intelligence Q4 2014 Earnings Highlight Continued Growth for Its Cloud-based Solutions
12/12/2014 Call Center Hiring Gets Competitive in the Philippines
10/18/2014 Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience
06/24/2014 Vee24 Democratizes the Amazon Mayday Button
04/17/2014 CX Hot Trends Symposium to Offer Tips on How to Embrace Proactive Customer Care
03/13/2014 Aspect Mentor Leverages Real-time Speech Detection for More Intelligent Contact Centers
02/24/2014 Nominum Simplifies Marketing, Customer Care for CSPs
02/11/2014 Wheelings & Dealings: Lithium Rumored to Be Tying the Bow on Klout Acquisition
01/29/2014 ITEXPO Panel Considers What's Next for Customer Service
01/21/2014 Comings & Goings: Bluenose Analytics Hires Blackmore to Help Address Customer Experience
01/09/2014 Intelemedia Brings Together Call Centers to Leverage Star Players, Drive Performance
12/12/2013 New Study: Customer Dissatisfaction, Rage Are at All-Time Highs
11/18/2013 Lexifone 2 Enables Natural Phone Conversations in a Variety of Languages and Dialects
10/23/2013 The Problem with the Net Promoter Score
08/28/2013 Dynamic ITEXPO Panel Offers Salient Tips on Social Media Strategy
07/23/2013 ACSI: Satisfaction with E-Business the Lowest in a Decade
04/16/2013 KANA Brings It All Together with New Release of KANA Enterprise
01/23/2013 InfoSys Addresses New Customer Services Challenges with AssistEdge
11/06/2012 Arcaris Launches Gamification Platform
11/01/2012 Envision Names New CEO
08/02/2012 HP Introduces Transformation Services Around Customer Engagement Management
07/30/2012 Sykes to Buy Alpine Access to Allow for More Flexibility
07/30/2012 Parature Unveils New Service Desk
07/24/2012 LiveOps Discusses the Cloud, CRM, Social and Customer Care
07/17/2012 Vanguard's Stockberger Assesses Changes on the Customer Interaction Front
07/17/2012 Servion's Baker Discusses the Always-On Customer
07/16/2012 MobileAware Says Mobile Experience Should Come First, Web Experience Second
07/16/2012 Lextech's Bratton: Mobile Forces Focus and Simplicity in Interactions with Customers
07/13/2012 Interactive Intelligence: Social is Not Just another Media Type
07/03/2012 HP's DeGregor Offers Insight into the Customer Experience
07/02/2012 Zultys Enables Tight Third-Party Integration via Flex Communicator
06/27/2012 Axia Exec: More Mobile Ordering and Provisioning Expected in Customer Care
06/26/2012 Hyppolite Offers Insight on Various Aspects of Customer Care
06/25/2012 Alpine Access Helps Companies Scale the Customer Experience Challenge
06/19/2012 Voxeo Announces OneReach, Emphasized Benefits of Multi-channel Contact Center
06/18/2012 2Ring Revs Up Cisco UC, Contact Center Offerings
06/13/2012 Aykin of ac2 Solutions Looks at the Past and Future of WFM, Customer Care
05/07/2012 Envision Addresses Cloud, Social Media, and More
05/02/2012 Smartphones Are Changing the Face of Customer Interaction
03/22/2012 Alpine Access Reports 2011 Revenues of More than $100M
01/12/2012 Calabrio Delivers New Version of Contact Center Management Solution

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