Agents drive over 2/3rds of the cost of a running a contact center, and they are the face of your company to your customers. Clearly, getting the best performance from your agents is critical to...

Customers today require personalized service across any channel or device.  In addition, customers want to have a quick resolution to their issues – the first time.  In the past it was only a...

Join John Burke and Irwin Lazar from Nemertes Research as they explore the benefits of unified communications as a service (UCaaS), which includes global reliability, workforce productivity, and...

In this episode, Neha Mirchandani, VP of Corporate Marketing at RingCentral, and Jim Lundy, CEO and Lead Analyst at Aragon Research, discuss key trends in the communications and collaboration...

Companies of all sizes are rushing to embrace the cloud for many core business functions, including their most critical business function—communications. Compared with premise-based hardware,...