Rick McFarland discusses the next generation of contact centers, the impact of WebRTC for developers, end-users and business strategies, and the timeline for WebRTC solutions in the contact center.

Tags: WebRTC, Voice4Net, contact centers

Richard McFarland discusses WebRTC in the contact center, how it improves business processes and increases ROI, and how Voice4net is implementing WebRTC in its solutions.

Tags: Voice4net, WebRTC, contact center, customer experience, ROI

Bolder Thinking’s Steve Jackson discusses cloud communications, the evolving contact center and its recently announced webRTC Connect solution.

Tags: Bolder Thinking, cloud communications, contact center, WebRTC

TMCnet Managing Editor Rich Steeves interviews Chris Vitek, President of WebRTC Strategies, Inc and member of the advisory board for the WebRTC Conference & Expo about the future of WebRTC in the enterprise contact center.

Tags: WebRTC, Contact Center

Matej Žvan, CEO of BrowseTel tells TMC's Rich Tehrani about the company's call center WebRTC and BPO solutions.

Tags: browsetel,webrtc,bpa,call center,contact center

John Wolf, CMO Intradiem tells TMC's Rich Tehrani about how the company helps its customers maximize the downtime of its contact center agents allowing them to be trained and perform back-office functions in an effort to boost productivity, output and improve customer service and retention

Tags: customer service,intradiem,call center, contact center,intraday management,training

Lance Fried of SoCoCare tells TMC's Rich Tehrani about how the company helps companies deal with customer care in the age off social networking.

Tags: lance fried,sococare,social networking,call center, contact center

Ryan Hollenbeck, SVP of Global Marketing of Verint tells TMC's Rich Tehrani about how the company is differentiating itself in the contact center world.

Tags: call center, contact center, verint, rich tehrani, social networking, social media, big data, analytics

Noah Rafalko and Erik Linask discuss the evolution of communications and the need for call centers to embrace SMS as the most popular form of communication globally and integrate into their customer engagement strategies.

Tags: TSG Global, TMC, Noah Rafalko, Erik Linask, Call Center, Contact Center, SMS, customer engagement, customer satisfaction, unified communications, IM, mobility, smartphone, text message, customer service, TextGen

TMC's Peter Bernstein talks with Alan Percy, Senior Director of Strategic Marketing North America, AudioCodes

Tags: AudioCodes, Interactive Intelligence, SIP, Microsoft Lync, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein talks with Jason Alley, Solutions Marketing, Interactive Intelligence Darren Gill, Vice President of Sales, Cloud Small Center, Interactive Intelligence

Tags: Jason Alley, Darren Gill, Cloud Small Center, Interactive Intelligence, contact center solutions, customer interactions, call center

TMC's Peter Bernstein talks with Tim Passios Senior Director of Solutions Marketing, Interactive Intelligence

Tags: Tim Passios, Interactive Intelligence, contact center supervisor, iPad app for contact centers supervisors, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein talks with Joe Staples, Chief Marketing Officer (CMO), Interactive Intelligence

Tags: Interactions 13, Interactive Intelligence, Joe Staples, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein talks with Dr. Don Brown, CEO, Interactive Intelligence

Tags: : Interactive Intelligence, contact center solutions, customer interactions, customer experience, document management, Interactions 13, call center

TMC's Peter Bernstein talks with Jeff Swartz, Chief Operating Officer, OrgSpan

Tags: OrgSpan, Interactive Intelligence, customer services, customer interactions, contact center solutions, customer experience, call center

TMC's Peter Bernstein talks with Alan Percy, Senior Director of Strategic Marketing North America, AudioCodes

Tags: AudioCodes, Interactive Intelligence, SIP, Microsoft Lync, contact center solutions, customer interactions, customer experience, call center

TMC's Peter Bernstein interviews Ami Barzelay, Systems Engineer, Vidyo, Inc

Tags: video, contact center solutions, customer interactions, customer experience, Vidyo, call center, Ami Barzelay

Genesys general manager Michael McBrien discusses multi-channel customer service with TMC at ITEXPO Miami 2013.

Tags: Genesys, multi-channel customer services, contact center solutions, ITEXPO

Teresa Jose, marketing manager at Altitude Software tells TMC about the company’s success and U.S. expansion with its contact center solutions.

Tags: Altitude Software, contact center solutions, ITEXPO

TMC interviews John Cray, director of product management at Zeacom regarding the company’s contact center and BPA solutions.

Tags: Zeacom, contact center solutions, business process automation, BPA, ITEXPO

Voice4Net CEO Richard McFarland explains how its new mobility tools can allow for more efficiency and flexibility within the contact center. In this interview with TMC’s Paula Bernier, he also comments on the multi-channel contact center, and Voice4Net’s ability to support cloud and hybrid models.

Tags: Voice4Net, contact center, mobility, multi-channel

Ann Sung Ruckstuhl, senior vice president and chief marketing officer of LiveOps, talks about how organizations are being challenged by heightened customer service expectations and explains how multi-channel contact center solutions can help turn the contact center from a cost center to a revenue center.

Tags: , contact center, multi-channel, cloud call center, social networking

EQ Contact Center CEO Gregg Hansen explains the benefits of a fully Web-based contact center platform with integrated PBX functionality, compared to traditional on-premises alternatives.

Tags: EQ Contact Center, Equilibrium, Gregg Hansen, PBX, open source, contact center, call center, cloud contact center, Web-based call center, Web-based communications, customer service, TMC, Erik Linask, ITEXPO, Miami

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

WebRTC Expo: November 27-29, South San Francisco

Tags: webrtc,skype,video,videoconferencing,conference, UC, Contact Centers, Call Centers

Rick McFarland, president and CEO of Voice4Net, talks with TMC editor Paula Bernier at ITEXPO Austin in early October. Based in Dallas,Voice4net provides businesses with a custom interactive telephony solutions including contact center tools, IVR solutions, voice recording capabilities and event broadcasting systems.

Tags: contact center, ITEXPO Austin, IVR, social media integration, voice recording, Voice4Net

TMCnet’s Erin Harrison speaks with 8x8’s Huw Rees about the every-increasing role of Unified Communications (UC), the market lifecycle and what needs to be done to accelerate adoption of UC across the enterprise.

Tags: UC, Unified Communications, Hosted VoIP, Virtual Contact Center

TMC’s Rich Steeves speaks with Tim Passios, Director, Solutions Marketing of Interactive Intelligence
Interactive Intelligence makes the contact center experience for agents and end users

Tags: Contact center, call center,

TMC’s Rich Tehrani speaks with Damon Carter, Director, Business Development, Zeacom to learn about the company’s software-based call center solutions which tie into Microsoft Lync. Some of the discussion involved speculation about what the integration plan will be with regards to Skype and Lync.

Tags: Microsoft,Zeacom,Call Center,Contact Center,Lync,Skype,VoIP,Software

Shawn Privratsky from Kunnect discusses the benefits of cloud call center technology over traditional on-premises solutions.

Tags: Kunnect, cloud call center, cloud contact center, hosted call center, hosted contact centet, customer service, at home agent, remote agent

TMC’s Erik Linask speaks with Joseph Jacoboni, President/CEO of Contact Centers of America

Tags: Contact Centers of America, ITEXPO West 2011

TMC's Patrick Barnard speaks with Ryan Thurman of Contact Center Compliance

Tags: contact center compliance

TMC's Patrick Barnard speaks with Rafael Manzon, CEO of Contact Center Compliance

Tags: Contact Center Compliance

Rich Tehrani speaks with Mary Murcott, CEO of Novo 1 Contact Centers

Tags: Novo 1 Contact Centers

Alan Percy discussed the difference between Centrex and Cloud.

Tags: Cloud, Unified Communications, Contact Center, Interactive Intelligence, ITEXPO

After an introduction for me, Dr. Don Brown, a true communications veteran began a presentation which asked where the value was in communications. He explained CEBP and unified communications were terms made up by marketers and he didn’t really like the term buddy list either.

Tags: interactive intelligence,inin,i3,call center,contact center,itexpo,keynote,conference,ip communications,cebp,uc,unified communications,don brown

Tags: PAETEC Chairman and CEO Arunas Chesonis,itexpo,keynote,ip communications,voip,call center,contact center,fax,energy

Tags: shoretel,ceo,john combs,voip,ip communications,call center,contact center,pbx,sip trunking