Category: Contact and Call Center

  March 3, 2015 There is a theory in the contact center world that communication should not be based around business to business or business to consumer, but rather on business to person.  Businesses are not buying what you have to sell. Individual purchasing managers are now the ones making these decisions.  Consumers are not […]

  February 19, 2015 We’ve all heard about multichannel or omnichannel communication within contact centers. No matter what the buzzword is, it is undeniable that contact centers are expanding rapidly into new channels of communication. It isn’t just new channels though; organizations are also looking at adding new features to their contact centers.  All of […]

  February 3, 2015 As Cisco continues to make advancements with its Unified Contact Center Express (UCCX) 10.5 and 10.6 releases, you might ask yourself “Is it worth it?”  Let’s look at the different releases and some of the enhancements that were previously available in Cisco Agent Desktop (CAD) that have been revamped for the […]

  January 12, 2015 When you start looking at contact center software, it can look like alphabet soup.  It is TMA (Too Many Acronyms)! There is no shortage of contact center acronyms when reading white papers and guides.  And just when you think you’ve got it down for one system, matters get worse when you […]

  June 11, 2014 In the age of instant gratification, companies are struggling to keep up with new communication channels, increased customer demand for faster response times, and first contact issue resolution. Most premise-based solutions are trying to adapt and add features to keep up with customer expectations. Cisco’s UCCX 10.0 was released a few […]