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Browse by Keyword: Contact Center

Twenty-nine percent of organizations are already using speech analytics with another 38% planning or evaluating the technology.
Jan 07, 2015
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
For most organizations, migrating to an IP ACD just makes sense.
Oct 01, 2014
Understanding the total cost of ownership (TCO) of contact center alternatives is critical for sound decision making.
Jul 30, 2014
CMT
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
What are the reasons enterprise IT leaders should explore the use of WebRTC?
Oct 10, 2013
UCC
Sep 18, 2013
Benchmark
Jun 27, 2013
CCCE | UCC
Nemertes Research Benchmark Report
Sep 12, 2012
UCC
Nemertes Research PilotHouse Awards
Aug 07, 2012
Nemertes Communications and Computing Benchmark: 2012/13
Jul 11, 2012
UCC
Mar 28, 2011
CD | UCC
Feb 08, 2010
UCC
Nov 03, 2009
UCC