Enterprise Connect 2022, held in Orlando last week had some great announcements, especially in the contact center space. From a deeper dive by Zoom on last months’ Contact Center announcement, to some interesting statements from Vonage and Google, EC2022 is worth a recap. One thing all the vendors agreed on is that tomorrow’s contact center… Read more →
Overcoming CRM/CCaaS Limitations
A quick explanation about how the CRM and CCaaS landscape is limited, forcing customers to align to vendor’s vision and not their own. The CRM and CCaaS Landscape Along with the explosion of cloud-based solutions, CRM applications and contact center as a service (CCaaS) has experienced considerable adoption as well. Unfortunately, neither the CRM and… Read more →
Battle for the Single Pane of Glass
Now more than ever contact centers are taking center stage as one of the key components to a successful business. How they organize the information for their agents plays a critical role in the overall success of the customer interactions, the ability to reduce call handling time, maximize single call resolutions, and maintain engaged agents through… Read more →
