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There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what you need to know. Many call center software features have no major impact on ...

CRM has long been a staple in sales interactions, marketing campaigns, and customer records. But now it is growing in prominence in the contact center as the agents’ primary desktop interface. Agents ...

Any CIO knows that an enterprise system is only as valuable as its level of user adoption. Measures of user experience and engagement can be difficult to harness, but the concept of gamification in ...

A depressing number of people think that the be-all and end-all of CRM is the CRM application. While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the ...

Competitors Avaya and Genesys Telecommunications Laboratories also are working on similar strategies, which they trumpeted late last week at Microsoft's partner conference in New Orleans. Siemens' ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Learn the ins and outs of call center software pricing, how to estimate costs, what to expect, and how to get the best deal. Whether you’re getting call center software for the first time or you’re ...

Invoca Announces New Integration with Dynamics CRM; Merit Solutions Announces AXcelerate; RSM US Inks Reseller Deal with Retail Realm: Cegeka: New European Partner in the Food Sector Invoca Announces ...

However, for too many organizations, the contact center remains a silo disconnected from customer relationship management (CRM), enterprise resource planning (ERP), service management, unified ...