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CRM Paves the Way for Cloud Contact Center
Adoption of cloud computing is on the rise, growing at an unprecedented rate as companies look to create business value while reducing costs. Today, CRM has the biggest piece of the cloud pie;...
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Contact Centers at Enterprise Connect: A Tale of Two Markets
Returning from Enterprise Connect, I happened to see a gentleman on the plane reading one of my favorite books, Charles Dickens’ “A Tale of Two Cities.” I quoted the opening line to him as we...
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Positec Tools Talks About Five9 @ Gartner Event
Rhonda Tate, vice president at Positec Tool Corp., shared why she chose Five9 to power her contact center with attendees at Gartner 360 in San Diego earlier this month. Take a look and learn how...
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Can the Cloud Deliver More Up-time?
The following post is from guest contributor, Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith. One of the oft-stated...
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Live From Vegas: Latest Five9 Cloud Contact Center Release
The following post is by Liz Osborn, vice president of product and solution marketing at Five9. You can follow Liz on Twitter @lizobiker. I’m here at IQPC Call Center Week in Las Vegas and there’s...
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The Virtuous Intersection (Part 1)
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability....
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The Virtuous Intersection (part 2)
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability....
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The Next Frontier: Cloud to Cloud Integration
The following post is from guest contributor Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith. It has been several years since...
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Making Your Contact Center Your Company’s Most Strategic Asset
This blog was originally posted on blog.nexidia.com by Jon Ezrine. You can follow Nexidia on twitter at @Nexidia. Where We’ve Been It wasn’t long ago that the call center was seen as more of a cost...
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Five9 Perspective: Dreamforce 2013
VidCaster interviews Liz Osborn, VP product and solution marketing at Five9, to talk about the leading cloud contact center software at Dreamforce 2013.
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Top Response Strategies for Social Care
By Edwin Margulies If you are building a practice for social engagement for customer care, one of the biggest issues you will face is tackling your response strategy. Depending on the content you are...
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Counting on the Cloud During an Emergency (Part 2)
Part one examined how the cloud prepares contact centers for emergency situations and how this is different from on-premise solutions. This article will look at how scalability, flexibility and...
View ArticleVIDEO: Power Tool Manufacturer Moves Call Center to Cloud
Positec, a manufacturer of power tools for homes and commercial applications, achieves greater customer service flexibility and cuts hold times in half by using a cloud-based service to manage its call...
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Ten Reasons to Move Your Contact Center to the Cloud
You’ve probably heard a lot about the benefits of cloud computing. But how does it apply to your contact center? There are a variety of reasons why more companies today than ever before are deciding...
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Ten Reasons to Move Your Contact Center to the Cloud (Part 2)
If you missed last weeks post, which includes reasons 1-5, you can read it here. You’ve probably heard a lot about the benefits of cloud computing. But how does it apply to your contact center? There...
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Work-at-home Agents Can Save the Bacon for Airlines Dealing with Bad Weather
The weather conditions this winter have caused airlines to delay thousands of flights, and as a result, their contact centers experienced a huge influx of calls. Additionally, many airline customer...
View ArticleExclusive Preview: Windy & Carl Go Head-to-head… the Contact Center Wars are...
What happens when two headsets from different sides of the track engage in a heated battle? In the very near future, two contact center headsets will go head-to-head. One operating in a cloud contact...
View ArticleEpisode 1: Windy & Carl Go Head-to-head [VIDEO]
Let the Contact Center Showdown Commence! Debuting on browsers across the globe, “Success Calls…(and Emails, Tweets & Chats)” chronicles a tale that almost any contact center professional can...
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Carl’s Top 7 Reasons He’s Unhappy With His Career As a Contact Center Headset
1. My on-premise system is a real pain – there is hardware everywhere and it’s unreliable. 2. When I got this job it took weeks to get me set up and on the phone. 3. I have so much down time, I...
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Five9 Goes Public on NASDAQ
NASDAQ Welcomes Five9, Inc. to The NASDAQ Stock Market The post Five9 Goes Public on NASDAQ appeared first on Contact Centers in the Cloud.
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