3 Best Practices to Avert Contact Center Fraud

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As businesses head into the new year, more emphasis is being placed on security. Here are some measures companies can take to mitigate risks in the contact center.

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Frost & Sullivan Identifies Emerging Support Interaction Optimization Market

The SIO market includes traditional and developing technologies to support an increasingly connected world.

Michele Masterson | Dec 10, 2014
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Q&A: LiveOps CEO Gets Human About Great Customer Service

Vasili Triant says, keep it simple and stop overthinking customer service.

Michele Masterson | Dec 04, 2014
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Aspect Dives into the WebRTC Pool with Embedded Customer Service Solutions

Aspect sees WebRTC hurdling from hype to must-have technology.

Michele Masterson | Nov 24, 2014
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Kana Enterprise Platform Revamp Is All About Engaging the Customer

Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.

Michele Masterson | Nov 10, 2014
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[24]7 Gains Virtual Assistance Technology with IntelliResponse Acquisition

Intelligent virtual assistance gives [24]7 self-service capabilities.

Michele Masterson | Nov 10, 2014
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Why IBM Tapped Twitter

Big Blue steps away from its hardware cocoon and incorporates social into its strategies.

Michele Masterson | Nov 06, 2014
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Aberdeen Research: 3 Hot Contact Center Trends to Watch in 2015

WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.

Michele Masterson | Oct 30, 2014