Voice over Internet Protocol (VoIP) was first developed in 1995, and since then it has come a long way. The main VoIP trend of 2015 is the adoption of VoIP by mobile device makers, and this, along with other trends, represents a growing role for VoIP in all businesses. Mobile VoIP is helping to increase employee efficiency. Unified communications (UC) is the new buzzword in business nowadays. UC allows integration between both text- and voice-based communications, including VoIP, teleconferencing, document sharing and even customer management systems. This integration helps in effective communications networks in an organization. Call analytics using VoIP are best used when paired with a customer relationship management system. To know more about these VoIP trends, follow: http://it.toolbox.com/blogs/voip-news/global-voip-trends-and-what-they-mean-for-your-business-69828

TCN, a cloud based call center systems provider, is making its product Platform 3 Vocal Vision to work with Job Access with Speech (JAWS) technology, which allows visually impaired call center agents to navigate TCN's cloud-based contact center suite. This will help to improve agent productivity and also create new employment opportunities for the visually impaired. JAWS assists computer users with visual impairment to operate a mouse and Vocal Vision helps the agent navigate Platform 3.0's workflows via hot keys that use JAWS functionality during both incoming and outgoing calls, while audible tones signal the connection of an incoming call. Features of Vocal Vision support incoming and outgoing calls, agent dashboard along with reporting and call analytics. Read more at: http://betanews.com/2014/12/02/new-call-center-technology-adapts-to-visually-impaired-employees/