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Lisa Durant

Research Analyst

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

Only 22% have formal plans to implement omnichannel by the end of 2015.
May 27, 2015
May 12, 2015
Cloud IP telephony plans and evaluations are leading to deployments.
Apr 27, 2015
UCC
Apr 15, 2015
Apr 08, 2015
Mar 19, 2015
Webinar: April 7, 2015 2:00 PM - 3:00 PM ET.
Mar 10, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
Mar 09, 2015
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