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.
Google Dialogflow – Capturing Numbers with Voice

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 […]
Don’t Hold, Get a Call Back! Caller Elected Callback in Your 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 […]
Contact Center Self Service and the Customer Experience

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. Savvy companies are looking inward to find the best instances where automation is feasible. The customer benefits from self-service […]
Supply Relevant, Personalized Information with Outbound Notifications

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. Outbound notifications provide customers with information […]
Deliver Cohesive Business Results in your Contact Center

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud. Integrating […]
Proactive Change – Good for the User Experience

Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality. Out of date back office systems and processes need to be dealt with proactively, responding to the increasingly demanding consumer who expect a fast and easy user experience. Big Tech Influence There […]
Optimizing Your Contact Center Performance

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions. Assimilating multiple contact center solutions into […]
Consider Digital Transformation in Your Contact Center

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact […]
How to Achieve the Ultimate User Experience

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or […]
Calculating the Business Value of Migrating to the Cloud

When it comes to a cloud migration, it’s important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization’s bottom line must be quantified for the benefits to the company to be obvious. Here are some helpful thoughts to consider when justifying the costs of a cloud migration. […]
3 Tips to Help Your Cloud Migration Take Flight

Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex. While each migration plan and business need is unique, experience has shown there is a common path, and in fact shared milestones, for every journey. Equipping your […]