Gartner’s 2017 Magic Quadrant for Contact Center Infrastructure

Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. An additional major deployment option for CCI is as a core component of customer engagement centers (CECs), in which functionality is tightly integrated with CRM and social media […]

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Cloud Telephony

If you listen to the radio these days, you can’t go long without hearing an ad from Ring Central, 8X8, Ooma, Vonage, or one of the other pure cloud based telephony providers.  Their pitch is similar- Unified Communications without the complexity and cost of owning and managing a telephone system.  TRICOM has been selling, supporting, […]

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