Omnichannel


Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

Technology Data Security COVID-19 Remote Work Remote Work Technology


Support Technology without an Analyst Is Like a Car without a Driver

The support analyst function is not an ‘in your spare time’ role. It’s a mission-critical component of any technology solution.

Technology Staffing


Games People Play

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

Technology Workforce Optimization COVID-19 Remote Work Agent Motivation Remote Work Technology


Demystifying AI in the Contact Center

The key to capitalizing on the promise of AI is understanding that AI isn’t one monolithic piece of software, but instead represents a family of approaches and capabilities that serve...

Technology Assisted Service Artificial Intelligence


Where Does AI Fit in Your Contact Center Strategy?

AI shouldn’t be about replacing people; instead, it’s about asking yourself how you can use the technology to partner with and enhance human teams.

Technology Artificial Intelligence White Papers


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 COVID-19 Remote Work Technology


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 Remote Work Technology


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


2Ring
Human side of AI
Calabrio