Info, Insights And
Other Good Stuff.

We are thought leaders led by unique specialists across every facet of the contact center experience. Which means we have things to say. Resources to share. And news to make. If you are looking for any of that … you’re in the right place!

Blog Articles

5 Reasons You Should Rethink How to Shop for WEM

“Nah, we’re good. We contract directly with the manufacturer to get the best price and support.” We hear this a lot – and hey, we get ...
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Genesys FedRamp Authorization – What it is and why you should care

Genesys recently announced its attainment of Federal Risk and Authorization Management Program (FedRAMP) authorization for its Genesys Cloud CX pla...
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Everything You Need to Know to Migrate from Twilio Flex UI 1 to Flex UI 2

If you’re using Twilio Flex as your customer experience (CX) platform, an important change is on the horizon. On May 16, 2023, Twilio announc...
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Case Studies

Online shoe retailer puts best foot forward with AI

National shoe retailer deploys complex conversational AI solution to boost serviceability for Black Friday and holiday season.
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Delivering Delightful Virtual Agent Experience for Financial Services Company

Virtual agent solution handles high volume requests with a personalized experience and unbeatable security for a financial services company.
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Insurance Giant Reduces Average Call Duration By 33% With Virtual Agents

A conversational AI-powered solution transforms an insurance company’s customer experience (CX)- reducing hold times and agent transfers and ...
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In The News

Waterfield Tech Named Avaya North America Partner of the Year Award Winner

Boston – August 30, 2023 – Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North...
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Waterfield Tech Appoints Michael Fisher as Chief Product Officer

Former Co-Founder and CEO of ElephantDrive Brings Extensive Product Management and Technical Experience to Waterfield Tech BOSTON, May 10, 2023 —...
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Waterfield Tech Launches Impact Analysis Offering to Streamline CX Decision-Making in the Contact Center

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies BOSTON,...
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