3 Real-World Examples Of Contact Center AI

November 18, 2021/ Under Contact Center, Conversational AI,

The customer experience can make or break your business. A positive experience will go a long way toward keeping customers satisfied and loyal. A poor experience, however, can damage your brand beyond repair. (Unsatisfied customers will share their opinions with anyone who will listen!)


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E911: Know the Laws and Why You Need to Be Compliant

July 27, 2021/ Under Contact Center, Services,

Kevin Kito is the President and CEO of 911 Secure. Kevin has been in the Enhanced 911 (E911) industry for over 15 years.  

For businesses, it is crucial to ensure that workers dialing 9-1-1 using their company-wide communication devices can be located in an emergency. However, with the “office” no longer confined to a single physical location, that becomes a challenge. There are more remote workers than ever before. Many organizations are permanently adopting the work-from-anywhere model following restrictions put into place resulting from the COVID-19 pandemic.

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Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time

June 28, 2021/ Under Contact Center, Xcelerate, Xcelerate Labs,


Xcelerate’s Time-Based Routing (TBR) empowers system administrators to quickly build, edit and schedule call routing configurations through an easy-to-use, guided interface. It’s a powerful addition to the Xcelerate feature set that will come in handy in any number of situations. For example, you may want to route interactions to a different agent group during a special sale, or play a notification message for a holiday, or inform callers if you’re experiencing longer than normal hold times.

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Xcelerate ‘Flextension’ Featured at Twilio SIGNAL Conference


During the keynote of Twilio’s annual SIGNAL conference held on Tuesday, October 20th, 2021, Satuja Parulekar, Head of Contact Center at Twilio, introduced “Flextensions” – turnkey solutions built on Twilio’s Flex platform. One of the two new solutions highlighted was Xcelerate by Waterfield Technologies, an out-of-the-box solution to deploying a feature rich, omnichannel contact center, in days. 

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Choosing the Right Workforce Optimization Platform for Your Business

Workforce Optimization solutions, when well implemented, support agent efficiency, productivity, and your bottom line. Choosing the right platform for your business can be complex. And understanding the questions to ask along the way, an even more involved process. We’ll dive in below to some of the key benefits of WFO as well as areas to consider when seeking a platform.

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Conversational AI for Everyone: Conversational Design Beyond Jargon

In our human history, there are benchmarks that heralded our difference from many other creatures on this planet. Some of these benchmarks include discovering cooking and herbal medicine, forging iron, copper, and steel, or shifting from foraging to agriculture. Even before all of these, at some point, we began to talk and communicate in layered and specific ways. Communication was probably first physical (haptic) and visual (look at the cave paintings at Lascaux, France as concrete examples), and verbal in a basic sense. 

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Waterfield Technologies Joins Google Cloud Partner Advantage

Waterfield Technologies, a global leader in contact center technology solutions, today announced that it has joined the Google Cloud Partner Advantage program. The partnership enables Google Cloud customers to tap into Waterfield’s deep expertise in customer experience design, voice application development, and leading managed services program making it easy for organizations to launch natural, conversational experiences.

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8 Common Mistakes to Avoid When Implementing WFO

March 28, 2021/ Under Workforce Optimization,

Implementing a Workforce Optimization Suite can be exciting. However, planning for a smooth implementation can be time-consuming and challenging, especially when it comes to aligning expectations.

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Evaluate your IVR by asking these 4 questions

February 28, 2021/ Under Contact Center, IVA,

Customers develop a perception of your brand based on their experience with your IVR. 

Your IVR is one of the many faces of your brand and a significant component of your customer experience. However, many companies neglect to keep tabs on how their system is operating. That’s really not surprising. After all, how often do you call and engage with your own IVR system for customer service functions? Probably never.


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Voice and AI Chatbots: Using Intents and Entities in questions

January 14, 2021/ Under Conversational AI,

When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult, there are lots of descriptions out there on how these things are different. Intents are verbs, Entities are nouns, is the simplest and most common definition.

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