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Customer Story – Retail
This global e-commerce retailer operates a high-volume, customer-focused business with a mix of in-house and outsourced contact center operations. With a hybrid support model—combining agents working from offices, homes, and multiple BPOs—they were striving to deliver consistently high-quality customer experiences despite the complexity of their environment.
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Beyond Visibility: Achieving Accountability in Cloud Communications
Modern enterprises are embracing cloud-first strategies for voice, video, and contact center platforms. However, with that shift comes a dangerous side effect: a steep decline in visibility and control. It also highlights the risks of cloud communication environments, the inadequacies of traditional monitoring tools, and the need to regain accountability through purpose-built observability solutions. Introduction…
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Enterprise Connect 2025 Recap: Insights from the Expo Floor
Enterprise Connect 2025 brought together the leading voices in enterprise communications and customer experience for another year of important conversations, insights and fun! We found real value from talking with attendees – IT leaders & architects, cloud managers, and CX professionals – about the challenges they’re facing right now. From the first day of the show…
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Customer Story – Managed Service Provider
A global leader in IT services, the company delivers cloud, collaboration, and digital modernization solutions to medium and large enterprises. With a customer base of over 10,000 organizations—including 40% of the Fortune 500 and 55% of the Fortune 100—it supports industries ranging from education and healthcare to finance, manufacturing, and energy. Its end-to-end offerings include…
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The Importance of Being “Business Ready”: Delivering Exceptional Communication Experiences
From our standpoint, Every Conversation Matters… no matter where or when that conversation originates and ends. Customers expect seamless communication and efficient service, and businesses must be “business ready” every day. For contact centers, this means ensuring that the systems supporting customer interactions, such as 1-800 numbers, IVRs, omnichannel communication tools, and agent workflows, are…
