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 companyrsquo;s ann
Analyst Blog July 06, 2011 Aggregating Customer Conversations Is Good Business Next-Generation Customer Experience Todayrsquo;s customers frequently use two or three communication channels, s
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
