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 […]
Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time

Xcelerate’s Time-Based Routing (TBR) empowers system administrators to quickly build, edit and schedule call routing configurations through an easy-to-use, guided interface. It’s a powerful addition to the Xcelerate feature set that will come in handy in any number of situations. For example, you may want to route interactions to a different agent group during 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, […]