Software Platforms


Closing the Engagement Capacity Gap

Companies aren’t able to close the Engagement Capacity Gap by simply hiring more people because hiring more people isn’t scalable.

Technology Artificial Intelligence


Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

The desire to offer a low-effort, simple experience while also deterring fraud has made identity verification the number one challenge businesses face.

Technology Data Security


How to Make Tech Support Faster and Easier—for Both Customers and Agents

When live-agent capabilities are combined with smart technologies, customers get faster service and first-call resolution rates increase.

Technology Assisted Service Artificial Intelligence


Biometrics Can Do More Than Fight Fraud

The human voice is one of the safest ways to verify a
customer’s identity.

Technology


The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?

A true CXSP partners with all of the top CCaaS vendors—not just one or two, as in the past—creating a truly unbiased approach.

Technology White Papers


COVID-Era Phone Fraud Demands Omnichannel Response

IVR security technology has improved by leaps and bounds in the past several years, but many contact centers have been slow to implement the latest and greatest advances.

Technology Omnichannel Data Security


Artificial Intelligence—The Post-Pandemic Contact Center Superhero

It’s time for our own superhero in the contact center industry. I nominate inefficiency as the villain in this superhero story and contact center automation as the superhero.

Technology Artificial Intelligence COVID-19


Equipping the Enterprise for the AI-Powered Human Agent Era

While analyzing all these inputs in real-time, these solutions can trigger guidance to the agent and alert a supervisor where necessary to improve the interaction outcome.

Technology Assisted Service Artificial Intelligence COVID-19


Turning Disruption into Opportunity

Rather than reset for ‘back to normal,’ embracing today’s operational cornerstones can lay a strong foundation for future success.

Technology Omnichannel Artificial Intelligence COVID-19 Remote Work


Is It Time to BYOC (Be or Bring Your Own Carrier)?

With cloud-native communications platforms, enterprises don’t have to tie themselves to legacy telecom carriers that could limit their autonomy, flexibility and variety of services.

Technology Unified Communications


Three Ways to Make Your Customers Happy with a Digital-First Strategy

The mindset that brands are beginning to adopt with respect to customer care is, at its core, relatively simple. They are beginning to think from the customer’s perspective.

Technology Artificial Intelligence COVID-19


8x8 and Aryaka: Bringing the World Closer, Together

The future of enterprise communications rests on improving employee and customer experience. This means breaking down barriers between the contact center, organization, and outside world.

Technology Unified Communications White Papers


Inside View: Michael Lawder, Chief Experience Officer, ASAPP

Companies end up spending a lot of energy trying to reduce costs, deflect customer interactions and retain customers without having to spend money on them.

Technology Artificial Intelligence


Three Steps to Acing AI-Human Interactions

Consumers expect immediate assistance with hyper-personalized advice regardless of how they engage with your brand.

Technology Omnichannel Assisted Service Artificial Intelligence


COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

One in four businesses saw fraud attempts increase in their call centers, which often are a vulnerable, enticing access point for fraudsters.

Technology Data Security COVID-19


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