Whether from home or the office, many workers still feel more comfortable with physical desktop phones and headsets as opposed to soft phone clients. Darren Knapp from Poly talks about recent innovations to these venerable endpoints.

Improved interactions with customers and greater internal efficiency has always been the promise of WebRTC and with the standard solidifying and Microsoft and Apple getting on board, businesses are now really starting to take advantage of it.  In this insightful interview with Xander Dumaine, Senior Software Engineer at Interactive Intelligence, we get into the details of where WebRTC is headed, the benefits to businesses and customers and why they have moved quickly to deploy their Contact Center solution as a WebRTC native application.  

We discuss market demand for WebRTC, how businesses and customers benefit from WebRTC capabilities and the types of capabilities WebRTC can deliver (no download screen sharing, video collaboration with contact center agents, etc.) that have never been feasible before.  If you are looking to leverage WebRTC to improve internal contact center operations and improve the customer experience, this podcast is a must listen.

Multiple studies claim that remote workers may make up close to 50% of the workforce within a five years, and few areas have been impacted by the rise of remote workers more than the contact center. In this podcast interview with Mayur Anadkat, the VP of Product Marketing at Five9, we dig into how quickly this trend is accelerating, the challenges that workers and managers need to overcome, and the technology required to ensure remote agents are successful, among other topics.