The time for the omnichannel contact center is now
Editor's note: In this opinion piece, industry analyst Zeus Kerravala shares his thoughts on the omnichannel contact center and Talkdesk's latest approach.
After years of discussion but low adoption, the use of omnichannel contact centers got a boost this week when 
0 Comments
RSS Feed
Email a friend
Opinion: New APIs work to connect apps to multiple messaging platforms
Note: Vonage is a client of ZK Research. The digital transformation era has arrived, and market leadership will be largely based on excellence in customer service. In 2017, ZK Research data...
0 Comments
RSS Feed
Email a friend
CPaaS brings contextual communication to customer interactions
Profile: Katherine Finnell
Organizations that want to compete in an increasingly digital world and improve customer experience will find contextual communication benefits with communications platform as a service. Customers these days are using more communication channels, and organizations need to meet these customers...
1 Comment
RSS Feed
Email a friend
On-premises contact center technology on the decline
Profile: Katherine Finnell
On-premises contact centers are decreasing in popularity as more organizations look to cloud-based and hosted services for their contact center technology. According to a recent Gartner Magic Quadrant report on contact center infrastructure, a number of vendors in the market are seeing sales...
0 Comments
RSS Feed
Email a friend
Contact-center infrastructure evolution shakes up vendor rankings
Profile: Katherine Finnell
The contact-center infrastructure market is in transition. Customers are now looking for cloud-based products, integrations with...
0 Comments
RSS Feed
Email a friend
