The latest in contact
center technology

remote_work_life_baance Why the Human Side of Remote Work Matters Most August 20, 2020 by Kimberley Drobny Under: Blog

Let’s face it, the workplace will forever look different.  Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.  This is the new frontier of the workplace and with it, new challenges. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity?

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Partnering with IBM to Implement AI to Address a Global Pandemic Implementing AI to Address a Global Pandemic August 6, 2020 by Cynthia Stryker Under: Blog

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers’ most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live agent support, all in an effort to create a seamless journey for customers while providing them with the support and agility they need.

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3 Ways to Help Your Customers Avoid Contact Center IVR Hell! June 25, 2020 by Marketing Under: Blog

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or your salespeople. When it doesn’t deliver, and your customers are relegated to shouting at their phones in frustration. Or even worse, hanging up altogether, they directly connect that negative experience to your brand. 

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Three Must-haves for AI in the Contact Center May 28, 2020 by Kimberley Drobny Under: Blog

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to make the most impact.

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How Automation is Preparing Contact Centers for What’s Ahead May 15, 2020 by Cynthia Stryker Under: Blog

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest the time to understand not only what their customers need today but what they will need tomorrow, to communicate with them, and to take a proactive approach to their changing market will achieve greater long-term success. 

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Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation April 28, 2020 by Dan Miller Under: Blog

The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in call volumes. While these challenges are immense, they do offer a singular opportunity for conversational AI to shine.

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Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience? April 16, 2020 by Marketing Under: Blog

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center metrics is critical to delivering positive, brand-reinforcing customer service with every call. However, many companies lack the proper system to track and measure their data. Are you aware of what IVR capabilities you may be missing out on?

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When Dreams Become Reality March 31, 2020 by Kimberley Drobny Under: Blog

Remember when working from home sounded like a dream? I bet in your dream it didn’t look anything like what we are faced with today. Sharing your prized workspace with your significant other and with your children (oh listen to that clarinet!) who are now being homeschooled. The abrupt change is a lot to take in much less balance with your desire to continue to be the productive and loyal employee dedicated to helping customers daily.

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Supporting Your Agents and Customers Throughout the COVID-19 Crisis March 17, 2020 by Cynthia Stryker Under: Blog

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel and hospitality industries, businesses across every major vertical are increasingly looking to expand their contact center capacity and convert to a remote workforce to protect their employees and limit business interruptions.

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Google Dialogflow – capturing numbers with voice March 4, 2020 by Mike Hentges Under: Blog

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 first transcribed to text by a speech-to-text engine (STT), then given to a bot for analysis, and finally then sent through a text-to-speech (TTS) engine to produce audio back to the user.

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Caller Elected Callback Don’t Hold, Get a Call Back! Caller Elected Callback in Your Contact Center January 30, 2020 by Donna Penwell Under: Blog

Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them.  75% of customers now choose to leave their phone number and receive a return call rather than wait on hold.  The result?  Customers are much happier finishing up their business and the morale of the Contact Center agents is much better since they don’t have to deal with disgruntled consumers.  The quality of the customer experience improves with the Caller Elected Callback solution and saves time, keeps frustration levels down and gives the caller a positive experience. 

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self service Contact Center Self Service and the Customer Experience January 16, 2020 by Donna Penwell Under: Blog

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.  AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.

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notification Supply Relevant, Personalized Information with Outbound Notifications December 20, 2019 by Donna Penwell Under: Blog

Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.

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cohesive Deliver Cohesive Business Results in your Contact Center November 25, 2019 by Marketing Under: Blog

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud.

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user experience Proactive Change – Good for the User Experience October 31, 2019 by Donna Penwell Under: Blog

Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality.  Out of date back office systems and processes need to be dealt with proactively, responding to the increasingly demanding consumer who expect a fast and easy user experience.Read More

Optimizing Your Contact Center Performance October 16, 2019 by Marketing Under: Blog

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution.  Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.

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digital transformation Consider Digital Transformation in Your Contact Center September 24, 2019 by Donna Penwell Under: Blog

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to their customer – and to the  company’s bottom line.  Most likely, your contact center will benefit from a digital transformation.

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UX How to Achieve the Ultimate User Experience September 7, 2019 by Marketing Under: Blog

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the agent they need to talk to even faster.  An effective interaction interface is intuitive.  It is efficient, saving customers time and frustration. And it communicates clearly and is easy to use, making the experience a customer has a positive one.

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Migrating to the Cloud Calculating the Business Value of Migrating to the Cloud August 28, 2019 by Marketing Under: Blog

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.

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cloud migrations take flight 3 Tips to Help Your Cloud Migration Take Flight August 14, 2019 by Cynthia Stryker Under: Blog

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.

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