Contact Center and Customer Engagement

Contact Center and Customer Engagement covers contact center platforms (ACD/IVR/WFO), social customer engagement and monitoring, customer communities, WebRTC for customer engagement, and multi-channel engagement

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
Phrase-driven speech analysis can also help companies to ensure process and procedure compliance, evaluate sales and communication skills.
Feb 12, 2014
Sep 18, 2013
Today, nearly 14% of companies have implemented CCSaaS.
Sep 11, 2013
IT leaders must define a new operating model that allows for innovation and adapts to the changes.
Jul 19, 2013
Jun 27, 2013
Jun 27, 2013
Jun 11, 2013
Leveraging Big Data to optimize the contact center
Apr 05, 2013
Nemertes Research PilotHouse Awards
Aug 07, 2012