Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and …
Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital …
In the ongoing evolution of the customer experience, organizations continue to rely on phone and email while introducing new customer engagement channels. With the channel mix rapidly changing, it has …
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 paper offers a look at …
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless …
The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision …
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between …
It’s hard to keep your business afloat with an outdated on-premise contact center platform. Moving to a cloud-based, omnichannel contact center solution is a cost-effective way to successfully navigate business …
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. …
The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you’re a small company looking to improve your communications or a new …
