Companies such as Haiilo, Happeo, and LumApps look to ease the ability to keep employees informed and engaged. As I noted in my previous post for WorkSpace Connect, employee experience…
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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…
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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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While 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…
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As 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.
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Smart 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…
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Metrigy 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…
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As 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,…
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Content 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,…
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