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Lisa Durant

Research Analyst

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

Nemertes finds that real-world IP telephony costs have dropped by 28% over the last year, while integrated UC costs have increased by 83%.
Mar 28, 2014
UCC
Mar 28, 2014
Mar 13, 2014
Mar 07, 2014
75% of contact centers now monitor non-voice channels, and every contact-center vendor now offers a multi-channel routing and handling platf
Mar 03, 2014
Feb 27, 2014
Feb 25, 2014
Phrase-driven speech analysis can also help companies to ensure process and procedure compliance, evaluate sales and communication skills.
Feb 12, 2014
Feb 07, 2014
Jan 29, 2014
Jan 21, 2014
Jan 13, 2014