Suppose something could see you and talk to you over the Internet? Then suppose that something had a person on the other end instead of a thing. It wouldn't be an "Internet of Things", would it?
A conferencing server can manage multiple pairs of two-way calls over the Web, but in a conversation with Dialogic, we learn that a standard for bridging existing calls doesn't really exist yet.
The best live customer service for Web users utilizes remote access technology, one prominent example of which Oracle now owns.
The Web plays a backseat role in the ideal customer support experience, according to a survey from a customer support service provider that uses the Web itself.
An analytics system makes good sense for use in a customer support environment. On the other hand, it could make really great sense for use in a network management system.
A multi-tenant contact center service provider tries an unusual approach: rolling out a hybrid cloud-based alternative at the same time it continues to support its VM-based deployments.
Verizon Communications' enterprise business continued to face an uphill battle in Q1 2014 as it looked to balance legacy service declines and delays in customer spending.
The rural broadband carrier becomes the latest to offer Mitel's MiCloud components and AnyWare service, but this time outside Frontier's comfort zone.
The weather outside truly has been frightful. No problem, right--today's enterprise has rich communication and collaboration options, from IM to file sync. That may be true, according to Stephen Leaden, but unified communications is a viable business continuity solution only if you've put some forethought into it.
Cost savings via WebRTC is not the no-brainer that "web browser" might suggest.