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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

Comparing the Cost of Generative AI vs. IVR vs. Human Agents

When it comes to handling customer contact, you have choices: Humans, Legacy IVR / NLU, and Generative AI. Which is right for your business, your c...
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Methods, Monoliths, and Modules – How Applied AI Solutions Will Evolve (and how things tend to happen in the wake of major disruptive innovations)…

I’ve spent the better part of the past year thinking about the application and commercialization of Artificial Intelligence (AI), especially within...
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MythBusters: Debunking Four Common Myths Surrounding CX Cloud Adoption

In a landscape where digital transformation is paramount, cloud technology stands as a cornerstone for enhancing customer experience. Yet, misconce...
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Case Studies

Cloud Migration Transforms CX Operations for Industrial Robotics Company

Waterfield Tech helped realize thousands in cost-savings and a streamlined cloud contact center, bringing an international robotics manufacturing o...
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CX Assessment Uncovers Noteworthy Productivity Gains for National Life Insurance Provider

PCI compliance, acquisitions and outdated on-premise solutions prompted one national insurance organization to recognize they needed to modernize.
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Workforce Optimization Pilot Shows Promise for Global Insurance Brokerage and Risk Management Firm

Waterfield Tech’s pilot program revealed efficiency gains unleashed for a global insurance brokerage risk management firm. The power of workforce o...
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In The News

Waterfield Tech Introduces New Suite of Generative AI Solutions to Accelerate the AI-First Contact Center

First-of-its-kind applied AI offering gets contact centers off the AI sidelines; delivers an easy, flexible and continuous path to lower costs, drive...
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Waterfield Tech Welcomes Klaus Hillmann as Senior Vice President of Sales

Contact center industry veteran brings nearly 30 years of experience leading high performing sales teams to Waterfield Tech BOSTON, February 20, 2024...
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Rush to AI Adoption in Contact Centers Generates Contrasting Reactions from Businesses and Customers, According to Waterfield Tech Survey

Survey findings additionally reveal gap between C-suite and CX frontline leaders regarding satisfaction with AI and cloud-based contact center...
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Helpful Resources

Webinar

Customer Experience AI and chatbots Workforce Management

[On-Demand] Unlocking the Potential of Your WEM Solutions
Infographic

IVR and IVA Conversational AI AI and chatbots Omnichannel

2023 Consumer AI Survey: AI Perspectives
Infographic

AI and chatbots Customer Experience

2023 CX Leader Survey

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Info, Insights And Other Good Stuff.

Blog Articles

Comparing the Cost of Generative AI vs. IVR vs. Human Agents

Methods, Monoliths, and Modules – How Applied AI Solutions Will Evolve (and how things tend to happen in the wake of major disruptive innovations)…

MythBusters: Debunking Four Common Myths Surrounding CX Cloud Adoption

Case Studies

Cloud Migration Transforms CX Operations for Industrial Robotics Company

CX Assessment Uncovers Noteworthy Productivity Gains for National Life Insurance Provider

Workforce Optimization Pilot Shows Promise for Global Insurance Brokerage and Risk Management Firm

In The News

Waterfield Tech Introduces New Suite of Generative AI Solutions to Accelerate the AI-First Contact Center

Waterfield Tech Welcomes Klaus Hillmann as Senior Vice President of Sales

Rush to AI Adoption in Contact Centers Generates Contrasting Reactions from Businesses and Customers, According to Waterfield Tech Survey

Helpful Resources

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