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Last Updated: 6:20 PM EST - Apr 26, 2018

Mitel Going Private, Managed Services Giant with Rackspace on the Horizon?
By: Erik Linask
Mitel is once again in the news. The 45-year-old communications provider has been on the buying end of multiple transactions in its quest to transform itself from a legacy to a modern provider. Most recently, it bought ShoreTel …

Amazon's Ring Adopts Aspect WFM Solution
By: Paula Bernier
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 customer service agents at the home security company, which tech giant Amazon acquired earlier …

Good to Great: How QM Helps You on That Journey
By: Paula Bernier
Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronger is a great way to be. That's what quality monitoring is all about.

How the Cloud Breathes New Life into VDI
By: Special Guest
Virtual Desktop Infrastructure (VDI) came onto the scene just over a decade ago, and businesses got excited about providing desktop functionality for a lower cost. Most of the excitement faded, though, as companies began to implement VDI. Infrastructure became the …

Engaged Agents are Exceptional Agents
By: Maurice Nagle
The contact center environment is notorious for high attrition rates. However, an engaged workforce is a positive workforce, and one to stick around. Engaging a crew of grizzled customer service vets or even a group of greenhorns can prove quite …


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