5 tech trends redefining the customer experience

5 tech trends redefining the customer experience

Technology is at the core of the contact centre, and the key trends of 2016 revolve around the ways that...

March 19th, 2016 IT World Canada Team

Real-time visibility

Real-time visibility

With an all-in-one solution, you can get a broad and specific view of what is happening in your contact centre...

March 19th, 2016 IT World Canada Team

Omnichannel is no longer optional

Omnichannel is no longer optional

By creating real-time visibility into all interaction types -- including digital and phone -- call centre agents and supervisors can...

March 19th, 2016 IT World Canada Team

Call Centre Staff

Avaya adds to contact centre solutions

Avaya has beefed up its contact centre solutions to simplify and improve customer communications. Changes to its Aura Experience Portal...

March 11th, 2014 Howard Solomon

Call Centre Staff

Mitel overhauls contact centre

Some IT suppliers describe an overhaul of their applications in flowery language.  But an official at Mitel Networks was pretty...

February 13th, 2014 Howard Solomon

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Canadian firm buys cloud-based support company

A Canadian provider of a broad range of software solutions for organizations has strengthened its customer service offerings by buying...

September 9th, 2013 Howard Solomon

ShoreTel improves contact centre offering

ShoreTel improves contact centre offering

Agents gain more flexibility and will be able to handle more inbound and outbound transactions with ShoreTel Inc.’s Web-based message...

February 12th, 2013

Avaya developing chameleon units for business communications

Avaya developing chameleon units for business communications

Avaya Inc. is coming out next spring with chameleon-like appliances that will take on the characteristics of phones, desktop video...

November 2nd, 2009 Tim Greene

Salesforce.com, Cisco tie-up produces SMB call-centre tech

Salesforce.com, Cisco tie-up produces SMB call-centre tech

Salesforce.com and Cisco Systems on Monday announced an offering for small and medium-size companies that integrates Salesforce.com's on-demand, customer-service software...

October 5th, 2009 Chris Kanaracus