Contact center insights and news

Optimizing Your Contact Center Tech Support Interactions

Support is hard. And it’s getting harder. Whether it’s emotional support of a friend going through a tough time, or tech support of a caller having a problem with a smart phone or device, knowing how to respond is vital. With the friend, it’s enough if they know you care – if you’re empathetic and […]

New Webinar: Driving Call Center Performance with SIO (Support Interaction Optimization)

Consumer technology is growing more complicated every day. But supporting it doesn’t have to be complex. In a recent webinar titled, “Driving Call Center Performance with Support Interaction Optimization,” representatives from Frost & Sullivan, Mural, and discussed how SIO is changing the way support organizations resolve complex issues and ensure customer satisfaction. F&S webinar […]

New Webcast: IoT and the Connected Consumer

In a recent webcast titled, “A New Customer Experience: IoT and the Connected Consumer,” Parks Associates research analyst Patrice Samuels joined Chris Koverman and Sampath Gomatam of to discuss the complexities of offering support in an Internet of Things (IoT) world. Ubiquity of Connected Devices IoT IssuesSetting the stage for the webcast, Samuels discussed […]

iOPEX CEO: “Secret Sauce” Behind Double-Digit Gains

In a recent contact center optimization webinar, the CEO of iOPEX technologies touted “the tremendous amount of success,” his company has seen in its implementation of’s Nexus product and Support Interaction Optimization (SIO).

Remote Control in Today’s Connected World

There are dozens of ways to provide tech support to today’s savvy customers. When everything else fails, though, customers typically fall back on Old Reliable, the telephone. Unfortunately, support over the phone, as straightforward as it seems, still involves all sorts of limitations. Most obviously, there is a great gulf separating the support agent from […]

“Company of the Year” Award and the Research Behind it was recently honored as “2014 Company of the Year” for Support Interaction Optimization (SIO) by Frost & Sullivan. As you can imagine, we are thrilled with the award and would like to tell you more. But we thought you’d appreciate hearing directly from the source. In its Best Practices Research, Frost & Sullivan defined […]

Technology and the Human Art of Support

Contact center operations have improved dramatically over the years, and several significant advances stand out. Features like interactive voice response, intelligent call routing, agent screen pops via integration with CRMs, ticketing systems and Web-based self-service are helping us reach the Holy Grail of service—making customers happy and doing it at lower cost. The theme uniting […]

Why is Joining CABA’s Board of Directors

In a press release earlier today, it was announced that is joining the board of directors of CABA. Let me tell you why we are excited about this. Here at, we believe that life is better when technology does what it’s supposed to do. We want to make that happen for everyone by […] President and CEO Elizabeth Cholawsky talks about winning Frost & Sullivan’s “Company of the Year” award

Last week I attended a black-tie gala in San Diego to receive, on behalf of, one of the business world’s most prestigious honors, a Frost & Sullivan “Best Practices” award. We were named “Company of the Year” in the Support Interaction Optimization (SIO) space and, while that on its face is pretty thrilling in […]

CES® Takeaways: Support Plays Crucial Role in Innovation

What do the 150,000 visitors and 3,500 vendors who attended the International Consumer Electronics Show in Las Vegas have in common? You guessed it. Support. On the ICMI blog, our own SVP of Product, Sampath Gomatam, offers his take on how the diverse array of innovative connected devices impacts the support landscape. In addition to wearable […]

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