Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
Read MoreIn an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
Read MoreWhile the lyrics to The Who’s song “Going Mobile” refers to going home, going mobile has increasingly become a way of life for the hybrid worker regardless of location. Until…
Read MoreAs adoption of Unified Communications-as-a-Service (UCaaS) has grown, many organizations are continuing to rely on custom-hosted, on-premises, or hybrid solutions to meet their communications needs.
Read MoreSmart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But…
Read MoreMetrigy has recently expanded with the addition of a chief data scientist, Matt Craig, and principal analyst, Diane Myers. Meet them in this episode, and hear what’s top of their agendas.
Attendees will learn which application, management, and security strategies, covering technologies including calling, meetings, and team collaboration, correlate with demonstrable improvements in productivity, gains in revenue, operational cost savings and…
Read MoreAs we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation,…
Read MoreContent collaboration is merging with unified communications. Are you prepared? Unified communications (UC) strategies for the last several years have largely focused on the consolidation of real-time applications, including calling,…
Read MoreContact Center architecture doesn’t have to dictate level of innovation. Whether you’re on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting, chief product officer at IntelePeer.
