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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

Key takeaways from the Nemertes Navigator Conference 2015.
Aug 25, 2015
Heading for 2020 and Beyond
Aug 19, 2015
In the rapidly evolving world of IT, establishing and growing partnerships is a primary key to success.
Aug 19, 2015
Contact center operations leaders know the value of communication and collaboration.
Jul 17, 2015
To reduce the number of vendors and solutions running inside of the business, many organizations are also beginning to use Microsoft for voi
Jul 01, 2015
Webinar Replay
Jun 23, 2015
Only 22% have formal plans to implement omnichannel by the end of 2015.
May 27, 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
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
Twenty-nine percent of organizations are already using speech analytics with another 38% planning or evaluating the technology.
Jan 07, 2015