Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Unified Communications

Should the Contact Center Align Technology Purchases with the Enterprise?

Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact center (CC) applications, to unified communications (UC), to converging CC and UC. They want the market to take notice as their core technology advances, their product portfolios offer more complete and innovative solutions, and/or they’ve… Read More »

Unified Communications in the Call Center

Historically, the call center was left to its own devices to care for customers while managing service delivery. It was a cost center aspiring to evolve to a profit center where it held some chance to protect or drive revenue. Then UC came along with big promises of revolutionizing call center operations and their enterprise… Read More »