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January 23, 2019


10 Mistakes in Making Contact Center Forecasts

Staff forecasting takes practice, but avoiding these 10 pitfalls can increase accuracy and credibility. (Featured on

Front Office

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

CRM Across the Wire

Mavenlink Integrates with Microsoft Dynamics 365 for Sales and Finance and Operations

Integrations connect critical business systems for professional and marketing services organizations.

V12 Expands V12 Signals

V12 Signals now monitors consumer data from more than 91 percent of internet-connected devices.

Banks Are Big Users of Bots, Frost & Sullivan Finds

Greater focus on customer experience creates growth opportunities for chatbots and robotic process automation, according to the research.

Avaya Updates and Rebrands Cloud Solutions for Contact Centers and Unified Communications

Avaya this week is introducing its Avaya Intelligent Xperiences (Avaya IX) portfolio. (Featured on

SoGoSurvey Releases Version 12.0

Security upgrades are among the key enhancements in SoGoSurvey 12.0.

RRD Launches Cloud Direct by RRD for Omnichannel Marketing

Cloud Direct by RRD helps marketers integrate online and offline personalization.