After Cisco announced its offer to acquire Broadsoft last week, I wanted to explore how the combination of Cisco and Broadsoft’s capabilities could change the contact center space.
Is digital transformation the new big data? In some ways yes, but that’s a good thing.
Aberdeen’s Omer Minkara attend Aspect’s recent Analyst Summit. Here’s what he heard.
Want to reduce your contact center agents while increasing customer retention? Empower your agents with these digital service options.
Looking to improve employee engagement and retention? Here’s how gamification can help.
On May 18, 2016 NICE Systems announced that it has entered into a definitive agreement to acquire inContact. This marks yet another turn in the long road the contact center industry has been taking towards consolidation.
Last week I spent several days in Las Vegas attending the Aspect Customer Event (ACE). Here’s what you need to know.
Findings from Aberdeen’s research shows that only four out of ten contact centers today use a cloud-based delivery model for their customer care applications.
Omer Minkara presents a webinar on why retailers need a well-developed mobile strategy.
Aberdeen’s Omer Minkara attended Aspect’s 2015 analyst summit. Here he shares what he heard about customer engagement, the cloud, mobile, and more.