IP voice and allied network technologies – viewed as esoteric and questionable just a few years ago – are fast becoming mainstream stuff for contact centers. And it's happening just in time. Soaring ...

Connecting parts of your call center using voice and other services over IP is finally becoming mainstream. It is believed that the 3,000th IP contact center went into service in December of 2005.

Following up from our last newsletter on the basic definition of a traditional call center, today we’d like to highlight the differences between a call center, a contact center, and an IP contact ...

Following last week’s newsletters about why the IP contact center is the technology that’s coming up after VoIP, today we’ll look at the pros and cons of a hosted IP contact center solution vs. a ...

The 2008 IP Contact Center Technology Pioneer Award recognizes companies that have created a groundbreaking, successful IP contact center product or service. "Autonomy etalk has proven to our ...

Altigen Communications Inc. this week is unveiling an IP-based contact center platform for small and medium-sized businesses with up to 500 agents. The voice-over-IP system is aimed particularly at ...

There's an interesting nugget buried in this article about a recent Gartner report on the IP contact center market. According to the Gartner report, in 2007, for the first time, IP agent stations ...

Sales of IP contact centers will grow in 2009, but probably not as dramatically as they did in 2008 due to an expected slowdown in sales of IP telephony gear, according to a new Infonetics report.

With IP telephony just starting to gain a foothold in many organizations, it’s not surprising that research firm McGee-Smith Analytics in Pittstown, N.J., estimates that just 1% of the 80,000 call ...

IP contact centers can benefit from virtualization as much as any other technology, but because of the real-time nature and need for reliability, deploying virtual machines in this environment ...

CallTower has introduced the new CallTower IP Call Center Suite a hosted end-to-end voice and data solution that includes the Cisco Unified Contact Center Enterprise Edition.