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Top Five Contact Center Trends to Expect in 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience…

2019 in Review: A Year of Contact Center Transformation, Portfolio, Project, and IT

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. From the small moments to the landmark events, the thread that joined them all was our clear and unwavering focus on helping our customers do more, coupled with a…

Why CTI Should Be Prioritized with Your Project

When implementing a customer relationship management (CRM) platform, many businesses consider computer telephony integration (CTI) a piece to be saved for phase 2 - but is this the right strategy? Choosing to invest in CTI at a later date, rather than from the beginning of a project, denies you the chance to reap a wide…

Get On the Phone! Why Voice Still Has a Place in the Modern Contact Center

In the modern digital age, customers now have more options than ever before to communicate with a business. Unlike 10 years ago, the development of non-voice channels such as email, live chat, chatbots, SMS and social media, has changed the way contact centers operate. Many customers now prefer to communicate with a company using these…

The Top Benefits of On-Premise CTI

A look at when on-premise CTI solutions are the best option On-premise computer telephony integration (CTI) solutions may seem more complex compared to hosted cloud-based solutions, but they're often a smart choice for enterprise businesses. Below are some of the top scenarios where on-premise CTI is the most relevant solution. Control of Data For companies…

Dreamforce 2019

Dreamforce 2019, the annual Salesforce conference, is almost upon us! Always held in San Francisco, this year the conference will be from November 19-22. Our Upland InGenius team is hard at work to make this year's show our best one yet. Here's what we'll be up to: The booth You'll find us in the Campground…

The State of Service with the Fourth Industrial Revolution

The fourth industrial revolution that's happening now, where disruptive technology is changing the way we work, is also changing service. With the ever-gaining popularity of tech like artificial intelligence (AI) and the prevalence of connectivity everywhere, the standards for customer service are changing. There are more avenues than ever to connect with a company, with…

Making the Most of Data for Sales Teams

In today's sales landscape, it's no longer enough to just be confident in your product and its features. Consumers are looking for a more connected, more personal experience - even in the B2B space. For sales leaders, this means building teams and processes that can focus on the customer journey, instead of one-off transactions. For…

Salesforce Call Centers

This post is going to give you some information about the Salesforce call center: what does it do and why might your business want it? First and foremost though, what is a call center? The Salesforce call center is basically a softphone within Salesforce. It typically appears on the left-hand side of the Salesforce window, like…