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Article | March 1, 2009

Maximize Call Recording With VoIP, Especially in a Tough Economy

By: Kris Hopkins

Call recording carries many obvious benefits in a tough economic climate. Some analysts find it to be one of the brightest growth spots in telecom as... More >>

White Papers

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White Paper \| May 8, 2012 Realizing The True Payoffs of Speech Analytics Speech analytics is projected to grow at a rapid rate in 2012. This can be attributed to the ability of speech analytics to extract pertinent data... More>>

White Paper \| April 20, 2012 A more social contact center How are contact centers handling Facebook and Twitter channels when they are forecasting customer contact volume? The truth is, organizations are... More>>

White Paper \| April 6, 2012 CRM Solutions For The Finance And Insurance Industries In addition to doing deep due diligence about the fit of customer relationship management (CRM) solutions to meet the unique requirements of the... More>>

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News

	News \| May 14, 2012 NICE Again Named Leading Contact Center Workforce Optimization Vendor by DMG Consulting NICE announced today that it has once again been recognized as the worldwide leader in the contact center Workforce Optimization (WFO) market by DMG... More>>

	News \| May 10, 2012 CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite CallCopy, a leading provider of innovative contact center call recording and workforce optimization (WFO) solutions, announced today an updated... More>>

	News \| May 8, 2012 Providing Consistent Customer Service Is Still a Hurdle for Retail Banks, Survey Finds While retail banks are taking customer satisfaction far more seriously, providing consistent service across all channels today still remains a tough... More>>

	News \| May 7, 2012 Interactive Intelligence Introduces New Mobile Customer Service Solution Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is releasing a new software... More>>

Articles

Article \| April 24, 2012 Improving Customer QoE While Achieving ROI - A Win-Win Situation By: Tim Moynihan Customer experience is a crucial factor for business success. In fact, your customers’ satisfaction and loyalty depend on the quality of their... More>>

Article \| April 10, 2012 3 Ways to Foster Loyalty and Grow your Business Through Collections By: Joel Lewis Collections is a tricky business. On one hand, your primary goal is to bring in as much outstanding debt as you can from people who are late in... More>>

Article \| April 3, 2012 Unified Agent Desktop - Simplify Your Agents Experience to Better Serve Customers By: Gideon Hollander For all the strides made in measuring customer satisfaction, the contact center by-and-large remains a metric-driven organization, constantly... More>>