Steve Graff

Steve is a Multichannel Analytics and System integration expert specializing in call recording and related technologies such as ACD, VRU/ IVR, CTI, and AutoDialers. His in-depth experience with TDM, VoIP, SIP Trunks and all Active Recording interfaces will feature in his blogs.
Customer Experience Management

OpenText WFO Video Series: Defining a Positive Customer Experience

To paraphrase that old adage about art: I may not know much about customer experience, but I know what I…

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Customer Experience Management

Happy Birthday to WFO Screen Capture

A core component of every WFO platform is the ability to record an agent’s desktop and deliver a movie-like experience…

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