• Cloud contact centre is the new investment of choice for smart brands

    September 6, 2017

      With the IDC predicting that by 2018 more than half of all enterprise workloads will be based in the cloud, CEO Tom Goodmanson explains why former doubters should consider this approach for their contact centre platform. Read more from IT Pro Portal here.

  • As the WFO Market Evolves, Will Vendors Adapt?

    August 28, 2017

      New targets, the demand for personalization, and the need to adjust sales models are among the challenges. Read more from Destination CRM here.

  • 3 ways to transform the customer experience

    August 23, 2017

      As the stakes get higher the CMO and the chief customer officer – CCO – must learn to work together to stay competitive in the customer experience arena. Read more from Information Age here.

  • BroadSoft Updates CC-One Suite

    August 23, 2017

      BroadSoft, a provider of cloud business software for unified communications, collaboration, and contact center, has enhanced its CC-One cloud contact center solution with workforce optimization (WFO), including quality management, workforce management, and WFO analytics, as well as speech-enabled interactive voice response (IVR). Read more from Smart Customer Service Magazine here.

  • How can marketers own the customer experience?

    August 14, 2017

      Rebecca Martin, VP of marketing at Calabrio, shares five top tips on how to meet increasing customer expectations. Read more from Marketing Gazette here

  • In A World Driven by Technology, Customers Need Human Connection

    August 11, 2017

      Future customer conversations will be with artificial intelligence, but also with humans. Read more from MinuteHack here.

  • The New C-Suite: The Rise of the CCO

    August 10, 2017

      Ten years ago, with the advance of marketing technology, the role of the Chief Marketing Officer (CMO) fundamentally changed. As marketing shifted from a cost center to a revenue generator, the C-suite increasingly turned to the CMO for detailed data about marketing’s impact on the bottom line. Read more from MarTechSeries here.

  • A 2020 experience: using insights to deliver customer satisfaction

    August 9, 2017

      To succeed in customer experience, organisations will be expected to seamlessly pair customer interactions with marketing outcomes through processing the right data sets generated directly by products and services, rather than third party web analytics. Read more from Information Age here.

  • MIFID II; KEEP CALM, COMPLIANT AND IN THE CLOUD

    August 9, 2017

      After seven years in the making, the Markets in Financial Instruments Directive II is here. Out of the fog of requirements and regulations comes the cloud with an easier path to compliance. Read more from Global Banking and Finance Review here.

  • The Rise of the CCO: Creating a Customer-First Experience

    August 3, 2017

      Customers have developed high expectations for their interactions with a business and are now more loyal to the experience than the brand, making them more powerful than ever. Read more from ExchangeWire.com

  • Creating Better Customer Experiences with Calabrio ONE

    August 3, 2017

      Contact centers were once perceived by organizations as “cost centers”– a department that does not directly generate revenue yet still costs money to run. But with the customer experience gaining momentum and becoming every brand’s top priority, contact centers have undergone an exciting metamorphosis. Read more from SourceForge here.

  • The Rise of the CCO: Creating a Customer-First Experience

    August 1, 2017

      Customers have developed high expectations for their interactions with a business and are now more loyal to the experience than the brand, making them more powerful than ever. Read more from ExchangeWire here.

  • WHO IS RESPONSIBLE FOR CUSTOMER EXPERIENCE?

    July 31, 2017

      Customer Experience is high on the agenda at many businesses currently. The transparency and ease of access across the whole spectrum of B2C and B2B is bringing to question the extent of focus on customer centricity; and where responsibility should lie. Read more from Gary Cook here.

  • Should HR own customer experience?

    July 27, 2017

      Some 15 years after customer experience, or CX, first began to make a real appearance in mainstream business, it seems to now be taking on a more strategic role. Read more from Personnel Today here.

  • Empowering innovations: why you may want your contact centre in the cloud

    July 26, 2017

      Tom Goodmanson CEO at Calabrio discusses the benefits of cloud technology for contact centre platforms and why doubters should embrace its positive attributes. Read more from Customer Think here.

  • Calabrio Hires Vice President of Strategic Platforms to Drive Continued Growth

    July 26, 2017

      Calabrio, a leading provider of customer engagement and analytics software, has hired Cisco marketing veteran Ross Daniels to serve as Vice President of Strategic Platforms. Read more from Contact Centre News here

  • Calabrio Hires Cisco Marketing Veteran to Drive Continued Growth

    July 26, 2017

      Calabrio, a leading provider of customer engagement and analytics software, has hired Cisco marketing veteran Ross Daniels to serve as Vice President of Strategic Platforms. Read more from Martech Series here.

  • Calabrio Launches Managed Services for Analytics and Workforce Management

    July 25, 2017

      Calabrio, a provider of customer engagement and analytics software, has launched managed service offerings for analytics and workforce management that enable customers to accelerate the value of Calabrio ONE. Read more from Speech Technology Magazine here.

  • Calabrio Hires Vice President of Strategic Platforms to Drive Continued Growth

    July 24, 2017

      Calabrio, a leading provider of customer engagement and analytics software, has hired Cisco marketing veteran Ross Daniels to serve as Vice President of Strategic Platforms. Read more from Digital Journal here.

  • Creating a Customer-First Experience

    July 21, 2017

      Calabrio’s recently-commissioned report, Success in The Experience Era: Connecting Customer and C-suite, revealed that, while brands do view customer experience as a key differentiator, there are hurdles preventing brands from securing customer loyalty. Read more from Engage Customer here.

  • Customer Experience Paralysis (and How to Stop it)

    July 20, 2017

      Creating a personalized experience that meets, and ideally exceeds, customer expectations is every brand’s dream. Unfortunately, most fall short, and unmet expectations hit brands where it matters most: the bottom line. Read more from Business.com here.

  • Customer Experience: Marketing’s New Battleground

    July 14, 2017

      In an era of increased competition, smart brands are taking to a new battleground in a bid to win more customers. That battleground is customer experience. Read more from Digital Marketing Magazine here.

  • Calabrio Launches Managed Services for Analytics and Workforce Management

    July 12, 2017

      Calabrio, a provider of customer engagement and analytics software, announced the launch of new managed service offerings for Analytics and Workforce Management (WFM) that enable customers to accelerate the value of Calabrio ONE. Read more from Contact Centre World here.

  • Five9 Launches Major Release for Global Enterprises, Providing a Powerful Cloud Platform That Enables Digital Transformation

    July 12, 2017

      Five9, a leading provider of cloud software for the enterprise contact center market, today announced the availability of Summer Release 2017, the latest major release of the award winning Virtual Contact Center (VCC). Read more from VM Blog here.

  • Five9 Takes on the World

    July 12, 2017

      Announces far-reaching architectural changes for its cloud contact center service as part of summer software release. Read more from No Jitter here.