The Smart and Modern Contact Center

June 28, 2019/ Under Contact Center, Conversational AI,

There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence can be used in the modern contact center.

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Digital Collaboration and Content Sharing in Your Contact Center

June 12, 2019/ Under Contact Center,

Imagine discussing an issue with a Contact Center agent and instead of trying to verbally describe what’s happening in excruciating detail, you are able to share screens and easily see the solution together.  Real-time collaboration and content sharing application tools are now available so that agents can work collaboratively with customers over multiple devices to ensure quick resolution of issues.  An added bonus is that more  efficient conversions for both inbound and outbound sales calls are also possible.

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AI Engine

Breakthrough AI engine automates strategic planning!

May 30, 2019/ Under Contact Center, Conversational AI,

Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the proliferation of software tools today, it’s no surprise that we tend to look for the “easy” solution to the tough problems. Increasingly, I’ve seen organization after organization chase the next “magic bullet” solution – only to end up with a collection of disjointed tools that almost work together, but not quite as advertised. Sound familiar?

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Consulting is dead.

May 6, 2019/ Under Consulting, Services,

When people hear the term “consultant” in a meeting, some laugh. Some cringe. Some might even roll their eyes. I freely admit I used to be one of those people. Maybe it’s the classic problem: “My boss doesn’t want to hear it from me, but when a consultant says the exact same thing, it’s suddenly a brilliant revelation!” Have you ever had that experience? Funny, me too. I guess that makes it all the more ironic that I find myself leading… a consulting practice. So, you might ask aloud, “Why? I thought you said consulting was dead!” The short answer is: it’s all about perspective.

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Oubound Notification

Proactive Outbound Notifications in your Contact Center

April 17, 2019/ Under Contact Center, Notification Services,

Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers.

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Transformation is Upon Us

April 1, 2019/ Under Contact Center,

Transformation is defined as “a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another.”  Businesses are realizing that their approach to customer service and customer engagement needs to be transformed – and in some cases even overhauled – in order to come close to meeting customer expectations.

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Modernize your contact center—move to the cloud

March 7, 2019/ Under Cloud Migration, Contact Center,

What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?

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Keep your contact center safe with PCI secure payment

February 19, 2019/ Under Contact Center, Services,

Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face severe and lasting consequences. The issuing card companies can not only suspend their privilege to accept their cards, they can also levy monthly fines ranging from $50 to $90 for each card compromised. And since the fines are retroactive, the offending business is on the hook for all the months their customer data was endangered.

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Some Pointers You Can Use to Enhance the Customer Experience

January 5, 2019/ Under Contact Center, Conversational AI,

Serving customers across numerous channels in contact centers with innovative solutions are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during seasonal surges. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage technology so that a seamless, efficient, and enjoyable contact center customer experience can be achieved no matter the channel of communication being used. Here’s a look at some pointers your contact center can utilize to ensure your customers have positive interactions with your brand.

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Creating a Dynamic Contact Center Experience With AI

October 30, 2018/ Under Contact Center, Conversational AI,

Keeping a call-center running smoothly can be challenging for even the largest enterprises. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving pain points experienced by both groups.

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