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...
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...
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...
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...
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context...
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...
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications...
It’s hard to keep your business afloat with an outdated on-premise contact center platform.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...
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...
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...
