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.
We talk a lot about customer service. We talk about its importance to business success and how companies failing to meet customer expectations will be left in the dust. Continue reading...
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