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Recently, many places have seen something of a shakeup in communications, as Frontier Communications has been moving to get in on a lot of markets formerly held by major names like Verizon and AT&T. For the most part, the results of this have been sound-by way of disclosure, I'm a former Verizon customer who now sends the checks to Frontier as a result of changes in my area-but sometimes the results haven't gone quite according to plan. A report from the Hartford Courant takes a look at how one such sour note-Frontier's purchase of AT&T's wireline business in Connecticut-went down, and how, in the end, it all came back to call volumes. 2014 was an exciting year in the call center. Developing the omnichannel experience to enhance the customer experience, cloud adoption and auotdialer legislation were a few themes we saw developed in the year that was; 2015 is poised to be another innovative and interesting year in the call center space. Liz Osborn, Vice President, Product and Solution Marketing at Five9 walked TMC through 2014 and what may be in store for 2015. Recently, the Wealth & Finance International Finance Awards 2014 concluded, and when the dust settled, there proved a new top dog when it came to business analytics. The award for best in business analytic software went to SAS, thanks to a combination of factors that made it stand out among competitors in the field. As those of us in the contact center solutions business are almost painfully aware, the term de jure in our community is for better or for worse OMNICHANNEL. It rapidly displaced Multi-Channel to describe being able to interact with customers according to their preferences, i.e., phone call, chat, text and now video. In fact, isn't it amazing how the adoption of jargon in our industry is so much faster than the adoption of the solutions they describe? To be honest, I have always had an affinity for 360 degree touch points, but one word descriptions always win the marketing vocabulary wars. inContact, a leading provider of cloud contact center software and contact center agent optimization tools, is known throughout the industry for its rapid expansion and growth. As such, the company is emphasizing that good news with the announcement of its latest project, a nearly 350,000 square foot campus and headquarters in Sandy, Utah.
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