The managed services industry is facing an epiphany. As services move online, it becomes easier for digital tools to register customer satisfaction levels and customer expectation levels.
For the critical part of its unified communications service--its support--Avaya is now trusting HP to handle that part for itself, and is actually giving HP the personnel to do it.
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.