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 why anyone shopping for a new WEM solution might think this is true. But it isn’t. Navigating the intricacies of a workforce engagement ecosystem can be a daunting task […]
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 […]
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 announced they are dropping support for Flex UI 1 as of July 2024, requiring all Twilio Flex customers to migrate to their new 2 UI. Here’s what you need to know to […]
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 […]
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, […]
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 […]
