Ask the Experts

How do you define flow out calls?

Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading
Industry standards for call center staff shrinkage

Call center expert Lori Bocklund answers a question from a workforce optimization (WFO) executive who asks whether there are industry standards for shrinkage, and how they can be used in the call center. Continue Reading

OpenText releases document capture, Salesforce integrations
Like Salesforce, Box and Adobe, OpenText invests in AI and machine learning to enable smartphone document capture so users can ...
Hyland execs offer insight into content services roadmap
After an acquisition binge, Hyland Software pauses to discuss its acquisition strategy and future roadmap, which may include more...
Box adds ransomware content security
In its pursuit of enterprise business, Box Shield adds security features that may circumvent ransomware; Box Sign available for ...

Cisco Webex Calling bolsters business calls on private phones
Cisco Webex Calling will soon let customers' employees use their private phones to make business calls securely and in compliance...
Tap UC to sustain company culture in remote work era
Remote work isn't going away, so companies have to find new ways to maintain their corporate cultures. Learn how unified ...
Google pushes Meet features for hybrid work challenges
Google lags rivals Cisco, Microsoft and Zoom in addressing the needs of a hybrid workplace, analysts said. The latest catch-up ...

CockroachDB introduces Serverless as a cloud database option
The database vendor added a serverless option for cloud database-as-a-service deployments. Aimed at developers, the serverless ...
SolarWinds expands DataOps portfolio with Database Mapper
A year after acquiring SentryOne, the IT management software vendor is out with updated tools to help organizations better ...
Aiven raises new funding as cloud data service demand grows
The open source cloud database-as-a-service platform vendor is seeing continued demand for Kafka as organizations increasingly ...

SambaNova Systems now offers GPT AI-powered language model
The vendor said its new offering will save enterprises time and money as they adopt language models. It also said the service ...
FTC pursues AI regulation, bans biased algorithms
The agency tries to regulate how businesses use AI algorithms by enforcing the Fair Credit Reporting Act, Equal Opportunity ...
Google Cloud, Hologic use AI tools to fight cervical cancer
The tech giant and medical technology vendor are working together to make cervical cancer screening technology widely accessible ...

SearchERP

5 key benefits of enterprise asset management software
Asset-intensive organizations benefit from enterprise asset management software because it helps them support their industrial ...
Shopify opens e-commerce platform to enterprise ERP vendors
Shopify's new Global ERP Program takes steps to attract larger enterprises, but the transition won't be easy, as large ERP ...
The ultimate guide to ERP
ERP is the nervous system of modern businesses. Learn how it works, understand its risks and benefits, and get tips on deployment...