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 [...]

Author:  Gary Barnett
We’ve been talking about the value of a unified approach for quite some time now, but I still often receive questions about what, exactly, a unified approach really means. The questions mostly stem from confusion around the term “unified” – it means different things to different people.
Many people automatically associate “unified” with unified [...]

Author:  Jim Mitchell
In my last blog, I talked a bit about the differences between integrated and unified.  I really believe in the concept of unified IP, and I truly think that unified products are the way to go – now and in the future.  Why?  Because I’ve seen firsthand how a unified approach can help [...]

Author:  Jim Mitchell
A common complaint that I hear is that companies are just spending too much time trying to get their disparate contact center systems to work together. Some contact center managers tell me that they dedicate too much energy and money to getting their systems to work together and they wish they could just [...]

Author:  Gary Barnett
I’m sure you’re familiar with a contact center’s core interaction technologies – the automatic call distributor (ACD), the self-service application, the predictive dialer, as well as email and chat capabilities.  These technologies are the primary vehicles through which many customer-company interactions take place before reaching an agent.
These core interaction technologies are themselves supported [...]

Author:  Jim Mitchell
I was walking around my home tonight thinking about how much I would enjoy living in a “smart house.”  You know, one of those houses where all electronics and appliances are remotely controlled.  I would love it if I could press a button as I walked through my front door and instruct my [...]