Three Must-haves for AI in the Contact Center

May 28, 2020/ Under Contact Center, Conversational AI,

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to make the most impact.

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How Automation is Preparing Contact Centers for What’s Ahead

May 15, 2020/ Under Contact Center,

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest the time to understand not only what their customers need today but what they will need tomorrow, to communicate with them, and to take a proactive approach to their changing market will achieve greater long-term success. 

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Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation

April 28, 2020/ Under Contact Center, Conversational AI,

The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in call volumes. While these challenges are immense, they do offer a singular opportunity for conversational AI to shine.

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Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience?

April 16, 2020/ Under Contact Center, IVA,

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center metrics is critical to delivering positive, brand-reinforcing customer service with every call. However, many companies lack the proper system to track and measure their data. Are you aware of what IVR capabilities you may be missing out on?

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When Dreams Become Reality

March 31, 2020/ Under Workforce Optimization,

Remember when working from home sounded like a dream? I bet in your dream it didn’t look anything like what we are faced with today. Sharing your prized workspace with your significant other and with your children (oh listen to that clarinet!) who are now being homeschooled. The abrupt change is a lot to take in much less balance with your desire to continue to be the productive and loyal employee dedicated to helping customers daily.

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Supporting Your Agents and Customers Throughout the COVID-19 Crisis

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel and hospitality industries, businesses across every major vertical are increasingly looking to expand their contact center capacity and convert to a remote workforce to protect their employees and limit business interruptions.

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Google Dialogflow – Capturing Numbers with Voice

March 4, 2020/ Under Conversational AI, Partners,

Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI environments in wide use today (Google’s Dialogflow, IBM’s Watson Assistant and Amazon’s Lex are the big 3) enable voice communications by going through a 3-step process, where spoken input is first transcribed to text by a speech-to-text engine (STT), then given to a bot for analysis, and finally then sent through a text-to-speech (TTS) engine to produce audio back to the user.

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Caller Elected Callback

Don’t Hold, Get a Call Back! Caller Elected Callback in Your Contact Center

January 30, 2020/ Under Caller Elected Callback, Contact Center,

Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them.  75% of customers now choose to leave their phone number and receive a return call rather than wait on hold.  The result?  Customers are much happier finishing up their business and the morale of the Contact Center agents is much better since they don’t have to deal with disgruntled consumers.  The quality of the customer experience improves with the Caller Elected Callback solution and saves time, keeps frustration levels down and gives the caller a positive experience. 

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self service

Contact Center Self Service and the Customer Experience

January 16, 2020/ Under Contact Center, Conversational AI,

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.  AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.

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Supply Relevant, Personalized Information with Outbound Notifications

December 20, 2019/ Under Contact Center, Notification Services,

Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.

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