Technology

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

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...

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...

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,...