Serenova Blog
Report from the Field: Cloud Contact Center Takes Hold with Introduction of Twilio’s Flex
March 13, 2018
As a 10+-year veteran of the contact center industry, I’ve been to my share of Enterprise Connect conferences. In these…
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Cloud Contact Center Software Provider Comparison Matrix
February 7, 2018
A Simple, Customizable Tool to Help You Evaluate CCaaS Vendors and Their Offerings As more companies become comfortable with the…
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Infographic: Contact Center Complexity Hurts Your Bottom Line
January 31, 2018
We've known for some time that complexity in the contact center has a significant impact on how organizations address and…
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Cloud Contact Center Solutions Improve Relationships between Business and IT
October 6, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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Contact Center KPIs: Less is More
September 15, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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Give Your Customers a Break: Fix Your IVR
July 25, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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All Cloud-Based Contact Center Infrastructure Vendors are Not Equal
June 28, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want
June 22, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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Evolving Customer Engagement To Support Digital Transformation
June 14, 2017
[Editor's note: Below is a guest blog from VP and Service Director of Nemertes Research, Irwin Lazar. To dive into the…
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