IP voice and allied network technologies – viewed as esoteric and questionable just a few years ago – are fast becoming mainstream stuff for contact centers. And it's happening just in time. Soaring ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

Following last week’s newsletters about why the IP contact center is the technology that’s coming up after VoIP, today we’ll look at the pros and cons of a hosted IP contact center solution vs. a ...

With IP telephony just starting to gain a foothold in many organizations, it’s not surprising that research firm McGee-Smith Analytics in Pittstown, N.J., estimates that just 1% of the 80,000 call ...

The contact center is the point where the customer experiences the reality of a company's customer acquisition, retention, and loyalty strategies – obviously critical components in helping the company ...

Sales of IP contact centers will grow in 2009, but probably not as dramatically as they did in 2008 due to an expected slowdown in sales of IP telephony gear, according to a new Infonetics report.

Verizon Business is targeting the small to mid-sized market with the introduction this month of IP Web Center, a hosted contact center application. It is providing this functionality by adding ...

Making customer contact centers more flexible and giving call agents more productive tools are among the many features being introduced with a slew of product launches at Voicecon this week. Alcatel, ...

There's an interesting nugget buried in this article about a recent Gartner report on the IP contact center market. According to the Gartner report, in 2007, for the first time, IP agent stations ...

In an advisory issued on Wednesday, Cisco said its Unified Contact Center Enterprise, Unified Contact Center Hosted, IP Contact Center Enterprise and IP Contact Center Hosted products are vulnerable ...

SAN FRANCISCO – CosmoCom Inc., a software vendor that holds a pair of U.S. patents on IP (Internet Protocol) contact center technology, is now considering moves to defend those patents, company ...