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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…

CX and 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…

Digital Transformation

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…

Developers

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…

CX and Contact Center

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…

Cloud

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…

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