Blog

It has been a great week at Enterprise Connect and one thing is clear—the contact center is primed and eager to make the move to the cloud. We’re seeing the demand for Contact Center as a Service (CCaaS) platforms increasing, as more and more brands recognize the important role the contact center plays in both […]

In the last few years, we’ve seen companies—old and new, large and small— across every major industry fundamentally shifting the way they do business to be laser-focused on the customer. They have come to realize that “the age of the customer” is more than a phrase, it’s a business reality, and they’ve learned that: The […]

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer […]

A new Intel survey shows that more businesses are seeing the security advantages of the cloud—and rapidly shifting sensitive data and business-critical functions to cloud-based solutions. Intel Security’s February 2017 survey of more than 2,000 cloud security professionals found that “trust and perception of public cloud services continues to improve year-over-year,” with those who trust […]

It’s no secret. Great customer experiences lead to customer loyalty and higher revenue. But those great experiences don’t happen over night or at the flip of a switch. The right technology needs to be in place and used in a smart way first. You need technology that helps your contact center agent better understand your […]

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs […]