Couchbase and MongoDB™ are two of the most-popular NoSQL databases, but their core architectures are quite different. This whitepaper explains the key differences and why they matter for your mission-critical business applications. In short, MongoDB’s architecture was designed as a single-server data management tool that prioritizes ease of use over enterprise features such as out-of-the-box security and reliability. Couchbase is […]

Modern travel and hospitality businesses rely on a complex network of interactions between customers, consolidators, suppliers, maintenance providers, call centers, web services, and management services. It’s nearly impossible to support this ecosystem using traditional transactional and analytical systems – especially under the constantly increasing pressure of higher customer expectations and new digital competitors. This whitepaper explains how leading organizations like […]

In a cloud world, the limitations of premises-based contact center systems become more apparent. Whether your company has experience in contact center solutions or whether you’re just taking your initial steps, selecting the wrong partner can have disastrous consequences down the line. That’s why we think you might want to join a webinar featuring a guest speaker from Forrester about […]

Losing touch with customers as they wait on hold, closing phone services overnight, and limiting digital communication channels is a service leader’s ultimate enemy. Today, customers move fluidly between businesses that best serve them, across channels that are most convenient to the customer, until their experience doesn’t meet expectations. Join this webinar with Brian Solis, Digital Analyst as we discuss: […]

Consumers today are pressuring companies to push their technology in new directions as their demands continually evolve and change. Consequently, businesses are racing to expand their technology to ensure their customers can interact seamlessly with brands on their terms. Organizations who are not meeting these demands risk losing out, big. Today’s customers are abandoning products and services for poor customer […]

What if, even though you were ready to read this introduction, you were asked to wait for a minute? What if you had to wait two minutes? You’d be frustrated, right? Or even worse, you might give up completely. Hold times are a disruption. For customers, hold times can be an infuriating part of trying to contact a company, whether […]

As we head toward the year 2020, there can be no doubt that deploying contact center solutions in the cloud is “the new normal.” What began with a few solution providers building breakthrough software at the beginning of the decade has become the de facto standard. Virtually every company looking to refresh hardware-based legacy call centers more than 10 years […]

Altimeter’s Brian Solis discusses the evolution of Contact Center 2.0, an integrated approach to UCaaS that brings experts and agents together to deliver modern, real-time customer experiences.