How to Get the Best Results from Your RFP

How to Get the Best Results from Your RFP

Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process....
What to Look for in a Secure Headset

What to Look for in a Secure Headset

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Mobile Apps for Agents

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...
Good, Fast and Cheap! Can You Really Have It All?

Good, Fast and Cheap! Can You Really Have It All?

The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a...
Technology: The Catalyst for Service Excellence

Technology: The Catalyst for Service Excellence

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
The Benefits of Wireless Audio in the Contact Center

Focus on Well-Being: The Benefits of Wireless Audio

Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount...
Implementation of Contact Center Technology

Fast Implementation with Success

Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and...
Is SIP Right for Your Contact Center?

Is SIP Right for Your Contact Center?

Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or...
Fraud Prevention in the Contact Center

Build Your Strategy for Authentication and Fraud Prevention

Optimizing authentication and preventing fraud are hot topics in the industry. Knowledge Based Authentication (KBA) has been the approach for most centers until now;...
The landscape for engaging with customers is changing fast.

Coming Soon to a Contact Center Near You!

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...
What to Expect for Contact Centers in 2018

What to Expect for Contact Centers in 2018

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...