The solutions include technologies from Angel, Utopy, and Soundbite Communications, such as call recording, screen capture, and analytics.
Michele Masterson | Nov 19, 2013
Increased migration from premises-based solutions to the cloud represents a huge opportunity for vendors, but are they getting it right?
Michele Masterson | Nov 13, 2013
Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours.
Michele Masterson | Nov 05, 2013
When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Michele Masterson | Oct 29, 2013
Once you've gotten reluctant customers to call into the contact center, how do you convince them to stay with the company?
Michele Masterson | Oct 22, 2013
The acquisition of the outbound solution provider gives Nuance a leg up in the inbound/outbound call center solutions arena.
Michele Masterson | Oct 11, 2013