Recent Articles

The Journey to Cloud Transformation

The Journey to Cloud Transformation

  • Derek Banks
  • July 17, 2019 | Estimated reading time: 2 minutes to read
  • As your customer base and your employees become more and more digitally savvy, they’re looking for more options for engaging with your company. And you…
Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center

Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center

  • David Chavez
  • July 15, 2019 | Estimated reading time: 5 minutes to read
  • Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the…

Innovation Is a Matter of Mindset

  • Michael Rembold
  • July 11, 2019 | Estimated reading time: 4 minutes to read
  • Our industry, customers and company are undergoing perhaps the biggest challenge and transformation we have seen in our lifetime. Companies and governments around the world…

The Brave New World of Open Ecosystems: How Every Business Can Benefit

  • Eric Rossman
  • July 10, 2019 | Estimated reading time: 3 minutes to read
  • In February 2011, then Nokia CEO Stephen Elop wrote a candid and direct letter to the company’s 130K employees. In what has become known in…
The State of AI in the Contact Center 2019

The State of AI in the Contact Center 2019

  • Karen Hardy
  • July 8, 2019 | Estimated reading time: 3 minutes to read
  • New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. That’s…

When is Hybrid Cloud the Better Choice?

  • Gaurav Passi
  • July 2, 2019 | Estimated reading time: 1 minute to read
  • Does hybrid cloud—a mixture of public and private cloud models—make the most sense for your organization? No one cloud model is better than another, but…