Articles from July 2019

Quantifying the Value of Contact Center AI

  • Chris McGugan
  • July 31, 2019 | Estimated reading time: 3 minutes to read
  • Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. New research from Vanson Bourne shows that…

Why Sports Companies Have Their Head In the Clouds

  • Andy Steen
  • July 29, 2019 | Estimated reading time: 3 minutes to read
  • Sports are deeply rooted underfoot. Football turf, baseball diamond, swimming pool, red dirt tracks, soccer field, ice rink. Even the most high-flying sports like gymnastics…
The Most Important Aspects of the Agent Experience

The Most Important Aspects of the Agent Experience

  • Karen Hardy
  • July 24, 2019 | Estimated reading time: 5 minutes to read
  • Brands are built on the great experiences that employees deliver to customers, starting with the contact center. As the core of customer experience, it’s crucial…

Five factors to simplify customer experience

  • Giselle Bou Ghanem
  • July 22, 2019 | Estimated reading time: 5 minutes to read
  • The Fourth Industrial Revolution has transformed customers into fickle buyers. Extensive digitization has indeed changed the way we live, work and play, and there are…

Digital Mixology – Chapter III – Secure Solutions with Blockchain

  • Steve Forcum
  • July 18, 2019 | Estimated reading time: 6 minutes to read
  • You’ve learned about the incredible powers that Artificial Intelligence and the Internet of Things can bring to digital transformation. As we continue our Digital Mixology…
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…

The Three P’s: A Mantra for Meaningful Digital Transformation

  • Frank Ciccone
  • July 1, 2019 | Estimated reading time: 5 minutes to read
  • Have you ever seen an ant mill? It’s a bizarre phenomenon in which a group of ants continuously circle until they eventually collapse from exhaustion.…