Contact Center/Call Center

  • Ask Steve: Can SMBs Benefit from Hosted Contact Center Solutions?
    What Do SMBs Want? Ask Yankee Group analyst Steve Hilton. Send your questions to asksteve@yankeegroup.com. Please include your name, city, state and a phone number. Only first names and locations will be published. "Hello, Ms. Reynolds. This is Steve from Fabricated ...More
    February 29, 2008 By Steve Hilton
    Posted in Articles
  • Product Showcase: Microsoft OCR-Compatible Gear
    Ericsson Enterprise Mobility GatewayEricsson will build the next generation of its Enterprise Mobility Gateway on Microsoft Office Communications Server 2007’s VoIP call management platform to give enterprises a fast and cost-effective route to fixed-mobile convergence. The ...More
    December 3, 2007
    Posted in Articles, Voice over IP (VoIP)/IP Telephony
  • Taking on the PBX
    Microsoft Chairman Bill Gates and Microsoft Business Division President Jeff Raikes launched the business communications software at the Bill Graham Civic Center in San Francisco, Oct. 16. After months of anticipation, Microsoft Corp. officially unveiled its unified ...More
    December 3, 2007 By Tara Seals
    Posted in Articles, Voice over IP (VoIP)/IP Telephony
  • ‘Mashup’ Session Offers Intro to Benefits of Web Services
    There’s little doubt that broadband and the Web are changing the complexion not only of data and video, but also of voice services. And it’s not just by enabling companies like Vonage to deliver VoIP. The move to IP and Web services also means that voice can be combined ...More
    October 9, 2007
    Posted in Articles, Voice over IP (VoIP)/IP Telephony
  • DCA Taps New VP
    Outsourced back-office systems provider DCA Services Inc., a Channel Partners Conference & Expo sponsor, has appointed Jeff Swenson as vice president of carrier services. Swenson is responsible for the development and sales of carrier services, according to the company, ...More
    September 27, 2007
    Posted in Articles
  • Higher Calling
    The beauty of hosted call center technology is deceptively simple: In a world with a high commoditization of network services, the hosted contact center lets agents and VArs move up the value chain, reduce attrition and become resources that customers ask to address real ...More
    August 29, 2007 By Tara Seals
    Posted in Articles
  • Top UC Trends
    For VARs and agents looking to capitalize on the promise of unified communications, the market bears watching as several trends continue to develop, from the snowballing presence of Microsoft (no pun intended) to taking UC mobile. For instance, industry watchers are keeping ...More
    August 1, 2007 By Tara Seals
    Posted in Articles, Voice over IP (VoIP)/IP Telephony
  • Harmonic Convergence
    With the hype machine cranked to max volume, businesses large and small are tuning into the promise of unified communications (UC) and how they might use this sleek new technology to put a presence-enabled portal on their desktops for click-to-call, click-to-conference, ...More
    July 31, 2007 By Tara Seals
    Posted in Articles, Voice over IP (VoIP)/IP Telephony
  • First Contact
    Solutions for the contact center beat out hot technologies such as mobility, unified messaging and multimedia collaboration as vendors’ top new applications in 2006, according to analyst firm TelecomTactics. Vendors have addressed a number of contact center functions with ...More
    July 31, 2007
    Posted in Articles
  • Product Showcase: IP Call Recording
    TC&C, LiteScape Combine Capabilities VoIP software developer TC&C U.S.A. Inc. has incorporated its IP audio and video recording product into LiteScape Technologies Inc.’s unified communications applications. LiteScape says its channel partners are rolling out the ...More
    May 31, 2007
    Posted in Articles, Voice over IP (VoIP)/IP Telephony
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