Unified Communications Nation:

Contact center


November 8, 2018  11:15 AM

The time for the omnichannel contact center is now

Zeus Kerravala Profile: Zeus Kerravala
Contact center, multichannel, Omnichannel

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

October 12, 2018  3:14 PM

Opinion: New APIs work to connect apps to multiple messaging platforms

Zeus Kerravala Profile: Zeus Kerravala
APIs, Contact center, CPaaS, Unified Communications, Vonage

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...


June 26, 2018  10:22 AM

CPaaS brings contextual communication to customer interactions

Katherine Finnell Katherine Finnell Profile: Katherine Finnell
Contact center, CPaaS, PaaS, Unified Communications

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...


May 30, 2018  11:05 AM

On-premises contact center technology on the decline

Katherine Finnell Katherine Finnell Profile: Katherine Finnell
Contact center, CRM, Unified Communications

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...


May 31, 2017  1:41 PM

Contact-center infrastructure evolution shakes up vendor rankings

Katherine Finnell Katherine Finnell Profile: Katherine Finnell
Contact center, Gartner Magic Quadrant, Unified Communications

The contact-center infrastructure market is in transition. Customers are now looking for cloud-based products, integrations with...


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