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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

The 5 Biggest Tips From Dreamforce and What They Mean for Your Contact Center

The announcements made at Dreamforce 2015 are sure to impact the way contact centers do business. Among the multiple days of keynote speakers, parties, classes and showcases, five announcements stand out as being most relevant to contact centers. The following five products announced at Dreamforce, if leveraged correctly, will help contact centers increase efficiency and 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

Are You Using These 9 Contact Center Tech Tools?

Contact centers have become much more advanced and fulfill a vital role in the business world. For a contact center to stay relevant and grow in today’s ever-changing marketplace, it is important to take advantage of both the simple tools and high-end technology that is available. 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

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