This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
Lotus Sametime 7.5 software will represent a significant upgrade in real-time collaboration capabilities. This paper will highlight Sametime 7.5 enhancements for instant messaging (IM), Web conferencing, telephony, video, VoIP and m...
Contact centers optimize customer interactions by segmenting and matching customers and agents. Learn how to remain competitive by proactively initiating contact and establishing stronger bonds with customers.
This case study describes what can go wrong with firmware updates when relying on Unauthorized Support Providers (USPs), and reveals how this strategy led the way for disaster in one real-world organization.
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