For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jamie Timm Customers’ ...

Contact centers and communication systems are evolving, and organizations must adapt to meet the needs of employees and citizens alike. An on-premises contact center leaves organizations relying on ...

Many organizations are discovering the benefits of a cloud-delivered contact center. Modern contact-center-as-a-service (CCaaS) options offer increased agility, capability, and scalability over ...

The telecom giant is working with contact center software provider Talkdesk to add another CCaaS partner to its portfolio as Lumen turns its attention to building out more XaaS offerings for partners ...

CCaaS is a highly competitive market with 200-plus global vendors aggressively vying for business. The worldwide availability of third-party public data centers (e.g., Amazon Web Services, Google, ...

Just how much do people value a high-quality customer experience (CX) nowadays? According to research by PWC, consumers are willing to pay up to a 16% price premium for a product or service that comes ...

Contact centre as a service (CCaaS) providers are helping businesses better serve customers on various communication channels. With many providers in the market, a company can find it challenging to ...

Whether your organization already has a CCaaS system or plans to adopt one in the future, it’s important to keep security top of mind. In today’s increasingly remote world, a cyberattack is a matter ...

Avaya has bought one of its technology partners, CTIntegrations, a contact center software development specialist. Contact center generated 60 percent of Avaya’s cloud annual recurring revenue in the ...