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Lisa Durant

Research Analyst

Primary Focus Areas: Contact Center and Customer Engagement, Unified Communications and Collaboration

Cloud ACD deployment is up from 0% in 2013 to 9% this year; 17% of organizations are using cloud IVR, up 140% from 2013.
Feb 10, 2015
Jan 28, 2015
Jan 12, 2015
Twenty-nine percent of organizations are already using speech analytics with another 38% planning or evaluating the technology.
Jan 07, 2015
Dec 19, 2014
Thirty-one percent of organizations plan to consolidate UC into a single platform by the end of 2015.
Dec 15, 2014
UCC
Dec 12, 2014
Dec 10, 2014
Seventy-three percent of organizations are using or evaluating using remote agents.
Dec 05, 2014
Sixty-eight percent have marketing respond to social mentions, but contact center is increasingly involved.
Dec 05, 2014
53% of organizations look at contact center performance primarily in half-hour or shorter time intervals for forecasting purposes.
Dec 05, 2014
Nemertes developed this checklist to help contact center IT and operations leaders evaluate their contact center operational performance
Dec 05, 2014
Oct 28, 2014
Oct 15, 2014
For most organizations, migrating to an IP ACD just makes sense.
Oct 01, 2014
Sep 23, 2014
Sep 10, 2014
Aug 29, 2014
Twenty-three percent of organizations are already using predictive analytics tools in their contact centers.
Aug 28, 2014
Key contact-center findings from recent research, covering topics such as the use of analytics and chat in the contact center.
Aug 26, 2014