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Analysts believe that businesses around the world will adopt new technologies in the coming year, with the foremost of them being cloud computing and its variations within the Software-as-a-Service market. Read More

Mobility and collaboration were major categories of unified communications this past year and will likely continue to be enticing qualities for companies in 2012. Read More

Today, organizations try to improve brand loyalty among consumers in order to retain more customers, even though the task is often cited as being one of business' most challenging tasks. Nevertheless, a successful contact center will likely be able to keep clients coming back if they have an except Read More

Ah, New Year's resolutions: those fleeting good ideas that are usually forgotten by Valentine's Day. Whether it's the big crowd at the gym or the parking lot at work that fills a little earlier than it used to, the short-term effects often disappear after a couple of weeks.

It doesn't have to be Read More

Many companies today are deciding to implement VoIP phone systems to help them save money and enable employees to work more efficiently. However, one of the first things that businesses should do before deploying the technology is determine what Internet service provider to use, as connections may Read More

The Christmas lights are up, Hanukkah menorahs are lit, and hopefully you've finished your shopping and are ready to relax and do some light reading. As we near the end of 2011, we took a look back at the most popular posts from this year. Not only does it make for interesting reading, but it hel Read More

A simple way to tell if a company's phone system needs an upgrade is if employees are required to jot down notes while listening to voicemail. Instead, businesses in the 21st century should be using unified communications which give employees a sense of presence. Read More

Having a successful contact center means deploying a number of different solutions in order to be able to communicate with customers on any available platform. However, according to a recent Convergys Corporation study, consumers cited the ability to discuss their problems with contact center agent Read More

As more consumers and businesses adopt social media and other communication channels, the contact center industry is expected to undergo a major overhaul. Read More

Companies should understand several things that they can do to make the services better in order to improve customer satisfaction. Improving the voice talent of the services is one of the simplest yet most dramatic changes that can occur within an IVR system. Read More