August 23,


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Which Contact Center Systems to Put in the Cloud?

The contact center technology landscape has changed. It’s no longer a question of whether or not to consider a cloud-based contact center solution, but rather which ones to move to (or implement in) the cloud. While there are many compelling business, technical, operational and financial reasons to place systems in the cloud, it’s practicality that […]

Don’t Let These CRM Problems Slow Your Contact Center Down

Each and every customer interaction that comes through your contact center must be analyzed, organized and utilized for success. But without a reliable customer relationship management (CRM) solution to oversee interactions in real time, this is just about impossible. Here are some of the biggest problems that many companies are currently experiencing with their CRM […]

What is Your Contact Center’s Competitive Differentiator?

There is perhaps no bigger battleground for winning over consumer respect and interest than in the contact center. In fact, 62 percent of organizations view the customer contact center experience as a competitive differentiator. The more your organization focuses on reaching out to customers and making sure they are satisfied, the more they will reward […]

Study Shows Demand for Cloud Vendors Is on the Rise

According to DMG Consulting’s “2013-2014 Cloud-Based Contact Center Infrastructure Market Report,” as of last year, 62 percent of organizations were already using cloud-based contact center solutions. And this number will continue to grow—by 27 percent in 2014, and by another 25 percent in 2015. Why are so many companies investing in the cloud for their […]
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