Very few companies have fully realized the power of using a common platform for employee and customer interactions. Yes, Metrigy’s research shows that 62.8% of organizations have integrated their UC…
Read More
Workforce Optimization (WFO) is delivering significant value to companies that are trying to improve both agent and customer experience, while making contact center operations more efficient.
Read More
Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19…
Read More
The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
Read More
CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
Read More
Customer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home…
Read More
