Been plenty busy the past few months, and have just finished up white papers for two clients. One of them is CafeX, a contact center vendor I've been following for a while. They've developed some strong real-time applications with an analytics layer that can really help contact centers cope with today's CX requirements.
The white paper is titled "The Value of Real-Time Collaboration and Analytics to Drive Proactive Customer Service", and was just launched yesterday. Here's the link to download it from their website, and if you do that, I'd love to hear your thoughts.