As the overall UC and business communications industries continue to evolve, the players evolve as well. One company that's gone through significant transition recently is Zeacom. Zeacom was acquired and became part of Enghouse Interactive (EI) in June 2012, and is quickly becoming one of the leading Microsoft Lync-based contact center providers.
Smartphones, tablets, mobile information consumption, and mobile transacting. It's why more businesses are trying to develop the kind of mobile apps they believe their customers want. Yet with an estimated two-thirds of mobile customers needing to interact with a contact center agent at some point in the mobile service experience, there's often an abrupt disconnect.
October 16, 2013.
Ask anyone working in a marketing department and a contact center if this date means anything and you likely get a variety of responses.
For most, it was a date that was white boarded and preparations were likely started back in 2012 when the FCC made some changes to the Telephone Consumer Protection Act (TCPA) guidelines. For others, it may have been a mad dash as they were still caught flat-footed and needed to play catch-up.
So what changes did the Federal Communications Commission (FCC) implement on October 16, and what would the impact be?
ShoreTel has launched Enterprise Contact Center 9, an updated version of its contact center solution for enterprises. Enterprise Contact Center 9 is available from qualified reseller partners of ShoreTel.
At Dreamforce in San Francisco, Monica Girolami, Head of Marketing, North America, introduces us to NewVoiceMedia, a cloud-based contact center pro
In a September 2013 Ovum Research report, "The Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor," the research firm addresses the evolving contact center competitive landscape that, in its opinion, is shifting from a cost-driven market to decision making based on the benefits of the Cloud. Ovum hints that any vendor eyeing the contact center market must meet enterprise demand for advanced hosted contact center services, features and functionality, such as unified communications (UC) services, voice-enabled IVR and speech analytics.
Ryan Hollenbeck, Senior VP of Marketing, Verint, and Nancy Treaster, Senior VP & General Manager of Strategic Operations for Verint discuss its
Learn why Communications-Based Process Automation is different, by Don Brown, CEO, Interactive Intelligence.
Combine the best of cloud services and on-premises infrastructure, by Don Brown, CEO, Interactive Intelligence.
Today's consumers expect more from companies. They use multiple communication mediums, numerous software applications, and multiple platforms. They also expect companies to be ready to respond to their needs through these various mediums quickly and efficiently. As contact centers grow to meet the needs of consumers, it is important that they understand the value of workforce management software.