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Analytics and the New Customer Service

Cloud-based analytics is rewriting the rules when it comes to how enterprises deliver superior customer service. As customer data continues to proliferate, much of a company’s success depends on its ability to quickly integrate and analyze the information across a spectrum of digital interaction channels. The right solution makes interactions across all of these channels possible through Read More

Office Depot’s BroadSoft CC-One Transformation

Today, Office Depot uses BroadSoft’s CC-One Business Edition offering. The dashboard provides visibility into queues, teams, and agents, and allows supervisors to make adjustments where and when necessary. CC-One also allows for a global queue so traffic can be shifted in real-time with no business disruption. Office Depot is able to manage all contact center operations with no special on-premise equipment or capital outlay. Read More

The Next Generation of Contact Centers

Today, most contact centers consist of three core systems: a CRM application, a contact routing (ACD) application, and the underlying communications infrastructure. Traditionally, these elements have been on premise, hardware centric and vendor specific – limiting their ability to fully integrate with one another. In turn, these limitations have resulted in a set of challenges Read More

New Report From IDC Zeros-In on Customer Experience

This week we’d like to share a new report from IDC Research that takes a look at how organizations are approaching their Customer Experience (CX) strategies, and the components of a successful program. The report identifies five stages that organizations reach in terms of delivering customer experience, which we’ve outlined here: 1. Ad Hoc: Organizations Read More

Data-Driven Marketing Doesn’t Work in a Silo

This week I want to share a recent article that appeared on Forbes.com, which calls out the analytics industry as a catalyst for helping brands drive better customer engagement. According to a Forbes Insights survey referenced in the article, 74% of organizations that identify as early adopters of data-driven marketing programs also cite having achieved Read More


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