All-in-One Guides:VoIP in the call center guide
VoIP and call center news
Read VoIP and call center news and learn how innovative call centers are using Voice over Internet Protocol.
VoIP vendor news:
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Microsoft-Nortel team up to take on Cisco in VoIP battle
20 Jul 2006
Article - Unified communications has become the new VoIP battle ground as Microsoft teams with Nortel to outgun Cisco in this potentially $40 billion market.
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Aspect records quality monitoring buy
05 Apr 2006
Article - With the purchase of SophistiCom, Aspect adds quality monitoring to its performance management suite.
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Intervoice buys Nuasis call center tools
07 Sep 2006
Article - Speech and IVR player Intervoice has snapped up the assets of Nuasis, bringing together IVR, speech recognition and contact center software.
VoIP special reports:
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VoIP call center ROI: Top five headlines
04 Sep 2007
Article - This report offers a look at the VoIP call center landscape today and the considerations involved in measuring the ROI of VoIP call centers.
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Customer satisfaction falls despite call center efforts
20 Mar 2007
Article - Customer satisfaction levels fell significantly compared with last year, according to a recent contact center benchmarking report. And that's a good thing, the authors say.
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VoIP adoption changing how contact centers do business
30 May 2006
Article - VoIP vendor Interactive Intelligence polled 105 companies and found that VoIP is making a huge impact on call/contact centers.
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