Recent Articles

Contact Center of the Future: 5 Essential Investments

  • Paul Lang
  • June 26, 2019 | Estimated reading time: 4 minutes to read
  • As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But…

Application Ecosystems and the Future of the Contact Center

  • Karen Hardy
  • June 24, 2019 | Estimated reading time: 4 minutes to read
  • Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart…

Driving Planned Expansion of AI Across Your Enterprise

  • David Chavez
  • June 21, 2019 | Estimated reading time: 3 minutes to read
  • According to Vanson Bourne, 58% of organizations are currently in the implementation stage of artificial intelligence (AI) with plans for further expansion. It’s during this…

Five Key Benefits of Moving Unified Communications to the Cloud

  • Gaurav Passi
  • June 19, 2019 | Estimated reading time: 2 minutes to read
  • According to ZK Research, cloud unified communications is growing seven times faster than on-premises solutions. Cloud communications is moving into its next wave of existence,…

AI is Travelling to a Hotel Room Near You!

  • Steve Brock
  • June 17, 2019 | Estimated reading time: 4 minutes to read
  • As discussed in a recent blog by David Chavez, research shows that customer communications, predicting customer behavior, and CRM are considered to be among the…

Are Chatbots True AI? Understanding the Difference

  • Chris McGugan
  • June 13, 2019 | Estimated reading time: 3 minutes to read
  • There are so many incredible ways that artificial intelligence (AI) can be applied across the enterprise: conversational intelligence, smart routing, agent augmentation, interaction insights. Yet…