When Dreams Become Reality
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...
Supporting Your Agents and Customers Throughout the COVID-19 Crisis
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...
Google Dialogflow – capturing numbers with voice
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...
Caller Elected Callback in Your Contact Center
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...
Contact Center Self Service and the Customer Experience
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.
Supply Relevant, Personalized Information with Outbound Notifications
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.
Deliver Cohesive Business Results in your Contact Center
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.
Proactive Change - Good for the User Experience
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.
Optimizing Your Contact Center Performance
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.
Consider Digital Transformation in Your Contact Center
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...