People tend to use the terms “call center” and “contact center” interchangeably, which causes confusion in our modern world of customer communications and—understandably—adds complexity to the call center vs. contact center debate. There is a...
The volume of news about the Contact Center industry has reached an all-time high lately. Interactive Intelligence and Avaya disclosed they were exploring strategic options, Nice bought InContact, and private equity firm Hellman & Friedman invested...
Jane uses ACME Auto Insurance and needs to get in touch with customer service because she just got in a fender bender. She's standing on the sidewalk, next to her car and reaches into her purse for her smartphone to contact ACME. Depending on...