Since 2010 the sale of voice-related technology for the contact center has seen a steady decline. This has forced the contact center and voice vendors such as Avaya, Interactive Intelligence, Cisco, Nuance, Genesys and others to explore different growth strategies in order to keep shareholders happy. The typical choices these vendors made was to start… read more >
DCG research and articles about: voice
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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