A Conversation About Conversational AI

A Conversation About Conversational AI

Alexa, Black Friday, and boiled tea(?) - A chat with an expert.   I had the opportunity to sit down with Sarah Reitsma, Director of UI at Waterfield Technologies, to discuss conversational AI in the contact center and how it is helping industries of all sizes and types provide better user experiences, streamline processes, and meet the expectations of today’s customer.

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Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time

Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time

October 26, 2021 / By Shahab Rostami / Under

  Xcelerate’s Time-Based Routing (TBR) empowers system administrators to quickly build, edit and schedule call routing configurations through an easy-to-use, guided interface. It’s a powerful addition to the Xcelerate feature set that will come in handy in any number of situations. For example, you may want to route interactions to a different agent group during a special sale, or play a...

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Xcelerate 'Flextension' Featured at Twilio SIGNAL Conference

Xcelerate 'Flextension' Featured at Twilio SIGNAL Conference

October 22, 2021 / By Marketing / Under

  During the keynote of Twilio's annual SIGNAL conference held on Tuesday, October 20th, 2021, Satuja Parulekar, Head of Contact Center at Twilio, introduced "Flextensions" - turnkey solutions built on Twilio's Flex platform. One of the two new solutions highlighted was Xcelerate by Waterfield Technologies, an out-of-the-box solution to deploying a feature rich, omnichannel contact center, in...

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Choosing the Right Workforce Optimization Platform for Your Business

Choosing the Right Workforce Optimization Platform for Your Business

July 08, 2021 / By April Bock / Under

Workforce Optimization solutions, when well implemented, support agent efficiency, productivity, and your bottom line. Choosing the right platform for your business can be complex. And understanding the questions to ask along the way an even more involved process. We'll dive in below to some of the key benefits of WFO as well as areas to consider when seeking a platform.

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Contact Center Dilemma - Self-Service or Agent?

Contact Center Dilemma - Self-Service or Agent?

August 29, 2017 / By Donna Penwell / Under

Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items - or just grumble. The personal agent-to-customer contact seemed important - until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the annoyance of having to re-tell your...

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Protect Customer Information and Reduce Risk

Protect Customer Information and Reduce Risk

The nightmare of Target’s data breach during the holiday season a few years ago still haunts businesses today. The aftermath of severe fines, loss of customer trust and a seriously bruised reputation - not to mention the reported $61 million payout – leaves corporate executives shaking in their boots when thinking about their own company’s payment security plans. (...

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