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Key Insights from Call Centre Expo 2013
Two years ago I wrote about communications in the cloud taking over the annual U.K. contact center event Call Centre Expo. Now that dominance is almost complete. At one point at this year’s event I was...
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IBM Social Business Bets on Key Application and Technologies
I recently attended an IBM event about its new social business products and services. I was skeptical at first: I have seen another vendor’s “social enterprise” come and go, and although companies need...
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Zeacom Communication Center 7.0 Modernizes the Agent Desktop
When I last reviewed contact center vendor Zeacom it was in the process of being acquired by Enghouse Interactive, with its primary goal being a more global presence. At the time Zeacom’s main selling...
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Companies Need to Reconcile Customer Interaction Priorities
Today companies handle an increasing number of customer interactions and they do this through a greater number and variety of communication channels, and by using more employees that are dispersed...
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No Need to Dream of Customer Engagement at Dreamforce
I recently wrote how the recent U.K.-based Call Centre Expo showed that companies have shifted priorities for deployment systems from on-premises infrastructures to cloud-based systems and that as a...
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IBM Enables Business Innovation from 21st Century Technology
Those of us who have been in the technology industry for many years remember the phrase “No one ever got fired for buying IBM.” Then IBM was both a hardware and a system software vendor, and most IT...
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Interactive Intelligence Innovates in the Cloud for Contact Centers
Interactive Intelligence is a well-established supplier of contact center systems and just celebrated its 20th anniversary. Customer Interaction Center (CIC) is its on-premises product, which provides...
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Lessons Learned about the Customer Experience in 2014
During this year talk has been widespread about the customer experience, which is good. What is not so good is that, according to my benchmark research into next-generation customer engagement, most...
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Salesforce Innovates in Customer Engagement
When Salesforce.com began in 1999 its stated intent was “to reinvent CRM in the cloud.” In 15 years, the company has achieved much more than that, having a major impact on the way IT systems are...
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