Call Centers generally refer to centers where agents handle more than voice-centric, public switched telephony network-based call center types of customer, partner and/or associate contacts. Those contacts could come through email, public switched calls, VoIP calls, fax, Web chat or any other channel of communication.
A Call Center could handle one, all or any combination of […]

Companies of all types and sizes have leveraged CRM to dramatically improve sales,
marketing, and service. Yet a major decision underlies the CRM selection process, and
that is whether to choose an on-premise application or an on-demand service.
Certain vendors preach the softwaredeployment model du jour as the only surefire path to CRM success before understanding your business […]

FedEx Express Demonstrates Exceptional Commitment to Customers
    MISSISSAUGA, ON, July 3 /CNW/ - Federal Express Canada Ltd. (”FedEx
Express Canada”), a subsidiary of FedEx Corp. (NYSE: FDX), today won “The Best
of the Best Americas” award from Contact Center World in Orlando, Fla.
    The international panel of judges awarded the prize to FedEx Express
Canada for its ability […]

Open Source Voice Communications Technology Works with Unified Solution to Yield Cost-Savings, Reduce Complexity and Increase Flexibility
 Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today it has successfully deployed the Digium® Asterisk Business Edition™ Internet Protocol (IP) private branch exchange (PBX) at its new corporate headquarters and is now […]

Following last year’s acquisition of Telephony@Work, Oracle recently announced the release of Oracle Contact Center Anywhere 8.1, Oracle’s belived to be the first comprehensive multimedia IP contact center solution. Oracle Contact Center Anywhere 8.1 is a highly scalable, multi-channel solution that provides agents with a 360-degree customer view across a wide array of communication channels […]