Latest News


Twilio Flex Forging the Future of Contact Center Solutions

By: Maurice Nagle    10/19/2018

Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well a…

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How to Hire Great Agents & Keep Improving Their Performance

By: Paula Bernier    10/18/2018

How to hire, prepare, and continue to improve agent performance and contact center outcomes.

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WFM Allows for Variety - The Spice of Life

By: Paula Bernier    10/17/2018

Workforce management software can allow contact center managers to schedule agents to do a greater variety of tasks. That can serve to keep things mor…

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Connex Captures Extended Access to Verint Customer Engagement Suite

By: Maurice Nagle    10/17/2018

Verint and Connex announced a deepened partnership allowing Connex the ability to provide a further extent of the Verint cloud and on-premises custome…

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Cloud-Based WFM Delivers Broad Benefits

By: Paula Bernier    10/12/2018

WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job d…

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Windstream Enterprise Introduces Omni-Channel Cloud Contact Center Solution

By: Maurice Nagle    10/9/2018

Windstream Enterprise announced enhancements to its XCaaS service, which is now capable of delivering organizations the ability to connect with custom…

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CCaaS Delivers on Scalability and Simplicity for High-Traffic Call Centers

By: Special Guest    10/9/2018

CCaaS offerings allow businesses to reliably connect their end users to distributed call center locations, as well as manage the system locally throug…

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Talkdesk Raises $100M in B Round

By: Paula Bernier    10/5/2018

Most contact center solutions deployed today are around 20 years old. And now it's time for them to go the way of the dinosaur. That's the word from T…

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Aspect Software Unveils Via 18.1

By: Maurice Nagle    10/5/2018

Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version inc…

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What Managers Can Learn from Office Space

By: Paula Bernier    10/4/2018

Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.

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