October 2013

WebRTC browser communications illustration

WebRTC to change the Contact Center For Ever! Enter Amazon Mayday Button!

Business Managers, Company & Perspectives, Industry Perspectives

Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers! Little did we know that in less than a month, Amazon would do just that…

UCCX Scripting - Working with XML documents

Cisco & UCCX, Legacy Services, Technical Managers

When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time? Are there really that many differences between contact center applications? Well, yes and no! As we continue…