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Contact Center is the backbone of 21st Century Customer Journey Mapping

June 23, 2017July 5, 2017 Jared PetersenContact Center, Five9, inContact, IntelePeer, West

Customer Service folks are worried about the customer journey You Customer Success Champions, Chiefs of Customer Delight, Journey Mapping Extraordinaire, or OmniChannel Business Development Managers, you know your Contact Center systems need work. In fact you may not even call […]

What is driving explosive demand for Contact Center as a Service?

June 20, 2017July 5, 2017 Jared Petersen8x8, Contact Center, inContact, Mobility, Voice

Contact Center as a Service or CCaaS, before 2 years ago, really hadn’t grown or took off. What changed? Two years ago Salesforce.com did not care about the Telecom, now they do. Just that small change for Salesforce.com to say […]