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Articles by Marshall Lager
Forrester Research Finds Disservice in Self-Service
25 Sep 2008
Customers still want to speak to live agents, but companies aren't making it easy for either side, according to a new report.
Voice Automation Hops to the Forefront
09 May 2008
Ribbit, calling itself Silicon Valley's first phone company, launches a CRM integration with Salesforce.com, paving the way to unite business applications with the spoken word.
LiveVox Opens the Doors on Voice Portal 3.0
20 Nov 2007
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition.