Technology

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...

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...

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

Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and...

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

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. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...

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

Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...

Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through...

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...

Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating...

Sennheiser has been in the business of creating high-performance audio for more than 70 years, and is one of the world’s leading manufacturers of...

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial...