We all like the idea of autonomy and the notion of our time being “our own”. Nowhere is this more critical and more true than in the part of your business where each person’s demeanor can impact your company’s brand in the eyes of your customers – in your contact center.
On Friday, we will observe [...]

Author:  Roger Sumner
If you want to make your contact center IT-ready, it is imperative that you take a good look at the physical footprint of the hardware running your contact center applications and ask yourself some potentially difficult questions.  Are you using an excessive amount of power?  Are you spending an unreasonable amount of money [...]

Author:  Gary Barnett
During the past few months, we’ve spoken at great length about the business problems that can be solved when the contact center is extended to the enterprise via unified communications (UC). I’m sure that the idea of being able to do this is exciting to you and your contact center colleagues, but when [...]

Author:  Roger Sumner
For as long as I can remember, most companies have maintained two separate and distinct technology architectures – one for the contact center and the other for the rest of the enterprise.  While that statement is probably somewhat exaggerated, until now, maintaining disparate infrastructures has been an inconvenient truth, but there hasn’t been [...]