Calls Are Taking Longer, and That’s a Good Thing
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies...
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies...
The RingCentral-Avaya announcement from last week had a lot of industry watchers scratching their heads. The...
When it comes to metrics for tracking call center performance, service level is the undeniable king...
It was hard to turn anywhere last week and not see news or commentary about Avaya....
It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private...
Text or talk? Voice conversations are still critical, but data shows that the former is becoming...
Six months ago I wrote that “CPaaS is a victim of its own success. The founding...
Big question: How should text-based communication work alongside voice for customer service? In the dark ages,...
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