Analyst Blog December 19, 2011 How to Engage Customers in Real Time Without Breaking the Bank Next-Generation Customer Experience ...
Analyst Blog December 14, 2011 When does moving your contact center to the cloud make sense? New C-Suite With costs soaring many companies are trying to decide if on-demand cloud ser...
Analyst Blog December 7, 2011 Research Summary: Demystifying Enterprise Gamification For Business Future of Work ... R "Ray" Wang
Analyst Blog October 20, 2011 Speech Analytics Gains Traction with Avaya's Purchase of Aurix Next-Generation Customer Experience Avaya announced its purchase of speech analytics firm Aurix to support its UC...
Analyst Blog October 12, 2011 Strategy for Successful Video Rollout Next-Generation Customer Experience ...
Analyst Blog September 20, 2011 Strategic Social Media Engagement Lowers Contact Center Costs Next-Generation Customer Experience Many companies support social media sites to reach the millions of customers ...
Analyst Blog September 15, 2011 What's Behind Contact Center Job Repatriation? Next-Generation Customer Experience After many years of moving contact center operations off-shore, either d...
Analyst Blog September 14, 2011 UC Adoptions Increase but Future Investment Plans Stagnate Next-Generation Customer Experience Unified Communications (UC) adoptions will continue to grow in NA in 2011 but...
Analyst Blog August 24, 2011 Consider IVR/Voice Portals for Emergency Employee Notification Next-Generation Customer Experience Recent weather events, such as earthquakes, floods, and fires remind organiza...
Analyst Blog July 25, 2011 Multigenerational Workforce Requires IT Rethink Communication Strategy Future of Work ...
Analyst Blog July 13, 2011 Cisco Announces Plans for Greater Simplification at Annual Event Next-Generation Customer Experience John Chambers, Cisco CEO, kicked off Cisco Live 2011, the company’s annual IT...
Analyst Blog July 6, 2011 Aggregating Customer Conversations Is Good Business Next-Generation Customer Experience Today’s customers frequently use two or three communication channels, such as...
Analyst Blog June 20, 2011 Answers You Need Before Moving UC to the Cloud New C-Suite Many IT execs that I meet are actively considering deploying Unified Communic...
Analyst Blog June 16, 2011 Siemens Enterprise Shores Up Its Cloud Offering With inContact Agreement Next-Generation Customer Experience ...
Analyst Blog June 14, 2011 Contact Centers Not Prepared for Deluge of Social Media Customers Next-Generation Customer Experience Customer support rules are rapidly changing, as unprecedented numbers of cust...
