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.

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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

Unexpected Lessons from the 2020 Contact Center

Today’s contact centers are not only battle-hardened, they have laid the foundation for the next generation of success.

Technology Omnichannel Artificial Intelligence COVID-19

Top Seven Call Center Software Requirements for the “Now Normal”

Given the last eight months of global turmoil, it’s easy to forget that contact centers already had a long list of compelling reasons to change.

Technology Unified Communications Artificial Intelligence COVID-19

The New Digital Customer Engagement for the New (Ab)Normal

The same old limited digital service capabilities do not cut it in the new environment.

Technology Omnichannel Artificial Intelligence White Papers COVID-19

Davy Crockett, Analytics and the New Frontier

It is clear that the old brick-and-mortar ways will have to step aside in favor of the power of analytics.

Technology Artificial Intelligence

Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Our data shows that many customers actually appreciate being placed on hold if it’s done in the right manner.

Technology Artificial Intelligence

Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

This automated, intelligent and efficient way to connect people to knowledge, ushering in a new era of ‘Knowledge Anywhere,’ has never come at a better time.

Technology Self-Service Artificial Intelligence