Gains Seen in the Workforce Contact Center Market

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While demand for workforce management systems continues to increase, its growth is solid but not spectacular. Can cloud and mobile solutions save the day?

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GetFeedback Revamps CRM Platform with an Emphasis on Mobile Engagement

Features include deeper integration with Saleforce.com, white labeling, and custom integration of APIs.

Michele Masterson | Apr 15, 2014
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Is Your Contact Center a Compliance Target?

Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center.

Michele Masterson | Apr 09, 2014
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Are You Serving Your Mobile Customers?

Do you have a strategy to handle your mobile customers—or are you thinking about implementing one? Here are some tips to point you in the right direction.

Michele Masterson | Apr 02, 2014
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Genesys Adds Social Media Filtering to Its Customer Platform with Solariat Acquisition

Artificial intelligence fuels a sophisticated omnichannel platform.

Michele Masterson | Mar 25, 2014
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Happy Customer Service Agents Are Critical to the Bottom Line

While management focuses on satisfying customers, it starts with your front line. Are you making it easy for your agents to wow your customers?

Michele Masterson | Mar 18, 2014
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Mitel Acquires Oaisys for Contact Center Voice Recording Services

The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence by adding voice recording.

Michele Masterson | Mar 07, 2014
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U.S. Spending for Cloud Contact Center Services Could Reach $1.6 Billion in 2018

In a Q&A, IDC analyst Melissa O'Brien talks about the adoption surge in the cloud contact center services market.

Michele Masterson | Mar 03, 2014