Call Centers

Unifying Unified Communications

Call Centers | Feature | Carl Weinschenk
Tuesday, January 12, 2010

The concept of unified communications is one of simplification: The goal is to maximize communications by making it easier for users to move between voice, video and data-based services. But, like everything else in telecom and IT, making things simpler for users leads to a world of complexity to those charged with making it happen. Continue Reading »

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Market Update: ShoreTel Lands Texas Purchasing Contract

Call Centers | News | Carl Weinschenk
Friday, January 8, 2010

The latest news from the world of unified communications. Today, the newsmakers include AltiGen, ShoreTel, Amcom, Tele-Communications, Datapulse, Avaya, IceWrap, Aspect and Mitel . Continue Reading »

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Salesforce.com, Cisco Team up on Cloud-Based Call Center Tech

Call Centers | News | Susan Hall
Monday, October 5, 2009

The Customer Interaction Cloud ties together Salesforce.com's contact center software and Cisco's on-demand unified communications technology. Continue Reading »

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Microsoft Upgrades Tellme Voice Recognition Platform

Call Centers | News | Ainsley Jones
Wednesday, April 29, 2009

Tellme has also formed a partnership with Global Crossing, to allow contact centers to route their calls through the company's VoIP service. Continue Reading »

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Is UC a Killer App in the Contact Center?

Call Centers | Blog Post | Ann All
Wednesday, February 4, 2009

IT Business Edge blogger Carl Weinschenk last week wrote about the still largely unrealized potential of unified communications. Continue Reading »

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Mobile Gives Speech Technology a Push

Call Centers | Feature | Susan Hall
Thursday, January 22, 2009

The New York Times's John Markoff says following the evolution of speech-recognition technology sin Continue Reading »

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IP's Contact Center Advantages Add Up to Quite a List

Call Centers | Blog Post | Carl Weinschenk
Friday, April 11, 2008

IP contact center proponents are big on lists. The obvious reason is that in their eyes IP technology offers such obvious benefits that the best promotional tool is simply listing them. Continue Reading »

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American Airlines' Phone System will 'Know' You

Call Centers | News | Susan Hall
Tuesday, February 26, 2008

The system will recognize up to three phone numbers for the customer and greet them by name. Continue Reading »

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