A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages,...
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business...
Cloud-Based Applications to Transform Customer Service: Midsize Contact Centers in Transition
Survey finds cloud solutions deployed in nearly 50% of mid-sized contact centers...
Years ago, retail organizations gathered customer lists. That list became a database, which linked to early call center software. Then it grew with the sales funnel: suspects,...
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution...
Thursday, August 9, 2018 – North America @ 2 p.m. ET / 11 a.m. PT
Customer experience is on the brink of an evolution—with artificial intelligence (AI) development...
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting...
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences....
Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements...
Digital transformation has caused a shift in customer expectations. Customers no longer compare their experience with their latest banking interaction, but rather with their...