Avaya Engage: Meet the Team!
Avaya Engage is almost here! This communication tech conference is your one-stop-shop for all things Avaya. Our team here at Waterfield couldn’t be more excited to head down to Orlando. If you are going, keep an eye out for these faces, and be sure to stop by our booth #246 to say hi! Here’s a […]
Top 5 Questions About E911 Compliance
You’ve likely been hearing a lot about Enhanced 911, or “E911,” lately and may be unsure about some things regarding your organization’s compliance. How can you be absolutely certain your organization is compliant with the laws and mandates? Which laws apply to your situation? What about remote workers? Here are the top five questions we’ve […]
3 Real-World Examples Of Contact Center 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!) When a customer reaches out to your organization they expect to […]
E911: Know the Laws and Why You Need to Be Compliant
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 […]
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 […]
Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time
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 […]
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, […]
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 […]
8 Common Mistakes to Avoid When Implementing WFO
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. It’s common for the team responsible for deployment and configuration of the solution to differ from the team that selected the software. Therefore, starting with a solid plan complete […]
Evaluate your IVR by asking these 4 questions
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 […]
Voice and AI Chatbots: Using Intents and Entities in questions
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. This all […]
Common Voice and Chat Script Problems – Part 2
In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand […]
