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Customer Journey Management: Worth the Investment
Aphrodite Brinsmead | March 12, 2015 |
Used in the contact center, customer journey management can help companies influence outcomes and boost satisfaction and loyalty.

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ShoreTel 2.0: Transforming for a Hybrid Future
Dave Michels | March 11, 2015 |
In this Q&A;, CEO Don Joos shares his vision for remaking ShoreTel as a company that can play on the premises, in the cloud, or at a cross-section of the two.

CONTINUE READING...
Cisco vs. Microsoft: Integrate or Choose One?
Phil Edholm & Brent Kelly | March 10, 2015
A lot of organizations feel the need to decide between Cisco and Microsoft for UC&C;, but perhaps they don't really need to make that choice.

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Living With Lync: In the Contact Center
Kevin Kieller | March 09, 2015 |
Microsoft Lync deserves consideration as a platform for enterprise-grade contact centers.

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7 Innovators Set for Collaboration Showcase
Dave Michels | March 05, 2015 |
Collaboration companies will share their approaches to real-time communications, UC federation, presence, and more at the Enterprise Connect 2015 Innovation Showcase.

CONTINUE READING...
Posts

Sonus Enables WebRTC & SIP/PSTN/IMS Integration

Phil Edholm | March 13, 2015
Its new solution includes a WebRTC Gateway as well as a WebRTC SDK.

Enterprise Connect 15: Mobility Madness

Michael Finneran | March 13, 2015
If enterprise mobility is on your mind, Enterprise Connect 2015 is the place for you to be next week as we explore everything from devices to development.

 

Putting Net Neutrality Ruling Into Perspective

Gary Audin | March 13, 2015
Despite the FCC's recent ruling, Net neutrality is far from a given. Here's what you need to know.

Bell Labs Pitches Optics, Routing Convergence

Matt Brunk | March 13, 2015
New technology provides a way to squeeze more usable capacity out of existing network infrastructure, boost real-time traffic handling.

 

ShoreTel, Avaya, Microsoft Offer Best TCO for IPT, UC

Robin Gareiss | March 12, 2015
Nemertes' annual cost study reveals a surprise or two on IP telephony and UC spending.

Customer Journey Management: Worth the Investment

Aphrodite Brinsmead | March 12, 2015
Used in the contact center, customer journey management can help companies influence outcomes and boost satisfaction and loyalty.

 

Head for the Cloud, But Watch for Danger

Why UC Needs Improved Operations Management

ShoreTel 2.0: Transforming for a Hybrid Future

Lots of WebRTC Players, But Only 4 Really Matter

Don't Get Lost in Demo Daze

SIP Trunking -- Victories and Nightmares

 
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Slideshows
Top Contact Center Stories of 2014

Top Contact Center Stories of 2014

Sheila McGee-Smith | December 30, 2014
From big name announcments to cloud, mobile customer care and customer journey management, Sheila McGee-Smith breaks out the biggest contact center stories of the year.
The Email Killers: 10 Cloud-Based Team Collaboration Tools

The Email Killers: 10 Cloud-Based Team Collaboration Tools

Brian Riggs | December 15, 2014
Let’s point a spotlight at some of the SaaS solutions in this market niche to see what Circuit and Project Squared are up against.
Dreamforce 2014: A Contact Center Perspective

Dreamforce 2014: A Contact Center Perspective

Sheila McGee-Smith | October 21, 2014
Sheila McGee-Smith recounts the recent Dreamforce conference in San Francisco and highlights the contact center companies that participated.

Lync Handsets: Sorting Through Your Many Options

Lync Handsets: Sorting Through Your Many Options

Brian Riggs | September 08, 2014
While Microsoft can certainly point to many Lync customers that are doing away with their desk phones and opting to deploy UC client software only, Microsoft partners can just as easily point to many customers deploying physical handsets to their many Lync users.
Android Desk Phones and Android Desk Phone Apps

Android Desk Phones and Android Desk Phone Apps

Brian Riggs | January 30, 2014
Brian Riggs takes a look at some Android desk phones and apps and examines what potential value these hold for the enterprise moving forward.
Top Contact Center Stories of 2013

Top Contact Center Stories of 2013

Sheila McGee-Smith | December 30, 2013
2013 had big contact center stories from broad-based UC vendors like Avaya, Cisco and Unify, as well as from customer experience-specific companies like Aspect, Interactive Intelligence, inContact, Five9 and more.


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