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Lisa Durant

Research Analyst

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

Apr 15, 2015
Apr 08, 2015
Mar 19, 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
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