Tag: CRM

January 3, 2023

Business leaders are wise to the importance of customer satisfaction, and it shows in their 2023 spending plans. More companies plan to increase their spending on customer engagement technologies than any other technology segment measured in Metrigy’s 2023 Technology Spending […]

December 29, 2022

IT professionals who are migrating contact centers from on-prem to the cloud have a series of weighty decisions to make, from determining the best contact-center-as-a-service (CCaaS) product to preparing for the migration itself. If they don’t do this prep work, […]

December 26, 2022

Going by the classic definition of a recession — two consecutive quarters of negative GDP growth — the U.S. is now in a recession. Recessions typically necessitate a re-evaluation of spending and growth plans, and in years past, it meant […]

December 14, 2022

Three years in, it’s hard to recall the early days of the pandemic, when the sudden need to support remote work on a mass scale resulted in the proliferation of collaboration, mobile deployments, expanded VPNs and expansion of wide area […]

November 23, 2022

As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in CX platforms, applications, and customizations. As a […]

November 9, 2022

Calabrio will announce later today that Jim Davies, the former Gartner analyst “who helped define and nurture the market segments for workforce optimization (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions,” has joined workforce performance company […]

November 1, 2022

Pity the poor contact center vendors—they have it rough, with competitors coming at them from all sides. It’s becoming increasingly difficult to maintain their market positions in the face of increasing competition. While challenging for the vendors, this increased competition […]

October 17, 2022

If you are in the customer experience business and pay any attention to social media, you no doubt are aware that NICE held its annual industry analyst meeting in Marrakech, Morocco last week. In addition to a spectacularly memorable locale, […]

August 1, 2022

Over the past few years, Cisco has been pivoting Webex from being a product to a platform. In communications, at a most basic level, platform means having a communications platform as a service (CPaaS) back end that the vendor can […]

July 25, 2022

On Tuesday, July 19, Microsoft introduced the Microsoft Digital Contact Center Platform during its annual partner event, Microsoft Inspire. My thoughts here are based on reading the announcement blog post and watching two Inspire sessions on the new solution. The […]

July 7, 2022

Imagine—you’re a new team member at a small or medium-sized business (SMB). You’ve recently realized a bummer: That new staple of your workflow—your new company’s customer relationship management (CRM) tool—lacks integrated unified communications as a service (UCaaS). Anxiety would grip […]

June 15, 2022

As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in CX platforms, applications, and customizations. As a […]

June 3, 2022

Welcome to the June 3, 2022, edition of the No Jitter Roll, our regular round-up of news in the communication and collaboration space. Today, we share news on an integration between a contact center service and a CRM, an initiative […]

March 22, 2022

Every year, the Enterprise Connect Innovation Showcase introduces attendees to new companies that offer cutting-edge solutions in a specific technology area. For this showcase, the first in-person one since 2019, this year’s technological theme was customer engagement — and it […]

January 24, 2022

At Frost & Sullivan, the Connected Work research team recently completed one of its flagship studies that provide a detailed overview of the state of the global cloud meetings and team collaboration market. The scope of the study encompasses public-cloud […]

October 12, 2021

According to Forbes, the contact center market has a total addressable market of $24 billion per annum and growing. It’s no wonder then that everyone wants a piece of this market, the majority of which has yet to migrate to […]

September 15, 2021

Dialpad today announced it acquired the assets of Kare Knowledgeware, a conversational robotic process automation company. The acquisition intends to bolster Dialpad CCaaS, but we can also expect its use in other Dialpad services. Another sign that the company is […]

July 9, 2021

“Empathy” is the buzzword of the moment in the world of contact centers. Ironically, it owes its current popularity to the growth and success of AI in the contact center. The idea is that AI can improve contact center capabilities […]

June 29, 2021

With the acceleration of cloud migration and digital channel usage in contact centers worldwide, a new imperative is emerging for companies to capitalize on these shifts and to ensure continued relevancy: providing deeper personalization. Delivering personalized, contextual conversations is not […]

May 19, 2021

With an abundance of automation tools available in the contact center space, deciding where to begin your transformation can be overwhelming. Tools such as analytics, artificial intelligence, knowledge base, virtual assistant, natural language processing, and robotics can all provide value […]