Blog: Contact Center Software

I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...

Leaders often use the terms ‘multichannel’ and ‘omnichannel’ interchangeably, as if these two strategies define the same customer experience approach. However, as those...

Many organizations have been won over by cloud computing's promise of cost-efficient, on-demand data resources. At the same time, the market is still growing, with organizational leaders...

Innovation is a key component to any organization’s growth; however, failure is intrinsic. According to Brian Solis, principal analyst at Altimeter Group, the root problem with many companies...

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

The cloud landscape, including public clouds and SaaS platforms, is rapidly growing. Forrester Research forecasts the public cloud services market will reach $191 billion by 2020, up from $58...

Over the years, regulatory reform has led banks to become increasingly transparent, allowing these institutions to meet higher standards of service. But, as the demand for individualized support...

Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

Since customers and companies use many different channels to communicate with each other, it’s often difficult for front-line managers and executives to follow the full thread of customer...