Contact Center: Enterprise (formerly Syntellect Customer Interaction Management (CIM)) is a management engine that allows for full control over a universal queue of customer interactions of all types, including telephone and IVR, voice mail, email, web chat, web transactions, fax and agent tasks.
It's been over 35 years since Sting sent out an SOS to the world. Communications have changed dramatically since then. Today Sting could send an SMS, Facebook update or tweet, with much better odds of getting his message across. Continue reading...
As many in the industry had suspected might be necessary, Santa Clara, Calif.-based Avaya filed for Chapter 11 bankruptcy. The news came with a surprising twist though — the telecommunications provider said it would not sell its contact center business despite having tried to do so last y...Read more
Your customers are telling you what they need. Are you prepared to listen? When you think about the big brands that regularly deliver industry leading customer experience results — such as Amazon, USAA, Mercedes Benz and Southwest Airlines — it’s natural to wonder how they go...Read more