As 2013 draws to a close, I think about the incredible year we have had, not just with the SoundBite acquisition by Genesys, but at what was hot in 2013 and what is trending and expected in our industry in 2014.  One trend that I thought was rather fitting was the broad rise of the word Showrooming which, of course, is popular to our retail customers.  Showrooming was one of the new words in the running for the Oxford English Dictionary Word of the....

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