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 customer experience and contact center domains. The pace of innovation and the rate at which capabilities have expanded has been absolutely mind-blowing – and it’s been fun and challenging to keep up. But, as […]
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, misconceptions persist, derailing well-intentioned strategies and hindering excellent results. Here are four of the most common and destructive myths regarding CX cloud adoption. Myth 1: Cloud Migration is Effortless Contrary to the popular narrative, cloud migration […]
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 platform. It’s a significant milestone, enabling U.S. government agencies to securely transition their contact center and communication platforms to the cloud. Understanding FedRAMP: A Government-Wide Cloud Security Program While the private sector has widely adopted cloud […]
Five Key Things Travel Industry Contact Center Leaders Need to Consider in Today’s Economic Climate
Growing travel demand and disruptions in the last year can affect future customer loyalty depending on the contact center platforms in use. This is especially true for small to mid-size travel organizations and related businesses. Here are five solutions and strategies to consider that help with digital transformation, intelligent efficiencies, and evolving the contact center […]
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 […]
Modernize your contact center—move to the cloud
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 […]
