Articles from June 2019

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…

Top Considerations for Moving Your Communications to the Cloud

  • Gaurav Passi
  • June 12, 2019 | Estimated reading time: 1 minute to read
  • Here’s what we know: Digital transformation is driving companies to the cloud: a cloud model is more agile and designed for rapid innovation to meet…

CX Monitoring: Mind The Gap

  • Jon Alperin
  • June 10, 2019 | Estimated reading time: 3 minutes to read
  • Across industries and regions, organizations of all shapes and sizes are recognizing the competitive advantage of superior customer experience (CX), and the value that resides…
When Customers Text, Everybody Wins

When Customers Text, Everybody Wins

  • avayablog
  • June 7, 2019 | Estimated reading time: 1 minute to read
  • In an age when many consumers—especially millennials—would rather message than call, and email open rates hover around 30 percent, the ability to reach businesses via…
Seven Reasons to Say Yes to Cloud Communications

Seven Reasons to Say Yes to Cloud Communications

  • Steve Forcum
  • June 5, 2019 | Estimated reading time: 2 minutes to read
  • Many IT and business leaders believe that shifting communications to the cloud is risky. The reality is that not moving can be far riskier (as…
Capitalizing on the Most Beneficial Use Cases of AI

Capitalizing on the Most Beneficial Use Cases of AI

  • David Chavez
  • June 4, 2019 | Estimated reading time: 4 minutes to read
  • Over 90% of companies agree that artificial intelligence (AI) is one of the most important technologies for 2019, according to research firm Vanson Bourne. So,…