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Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the...

8×8 and Aryaka: Bringing the World Closer, Together

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. 8x8 and Aryaka cloud-based services deliver the flexibility, simplicity, and scalability...

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...

Five Key Decisions for Buying Contact Center Technology

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But...

Accomplishing Call Center Transformation with Unified Communications Softphones

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 3)

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
Converging Call Center Technology Ecosystem

The Converging Technology Ecosystem

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
Contact Center Pipeline Blog