Articles in CX and Contact Center

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…

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…
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,…

Three Steps to Delivering a Great Customer Experience Every Time

  • Steve Forcum
  • May 28, 2019 | Estimated reading time: 4 minutes to read
  • Brands are built on experiences, and great experiences lead to great outcomes. But what does a great customer experience actually look like? Answering this question…
Avaya and Verint: Two Market Leaders, One Incredible CX Strategy

Avaya and Verint: Two Market Leaders, One Incredible CX Strategy

  • Karen Hardy
  • May 20, 2019 | Estimated reading time: 3 minutes to read
  • When thinking about Workforce Engagement , what comes to mind? Call recording? Quality Management? Workforce Management? You wouldn’t be wrong, but Workforce Engagement has evolved…

All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches

  • avayablog
  • May 16, 2019 | Estimated reading time: 2 minutes to read
  • Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service…

Workforce Optimization: A Prescription to Drive Better Patient Satisfaction

  • Jon Alperin
  • May 10, 2019 | Estimated reading time: 4 minutes to read
  • Increased consumer expectations are a facet of the digital transformation our world is experiencing. Consumers are adept at accessing more information and services online, from…

Winning Customer Engagement with Innovation

  • avayablog
  • May 8, 2019 | Estimated reading time: 1 minute to read
  • On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few. With…
Efficiency vs. Automation: Effectively Implementing Contact Center AI

Efficiency vs. Automation: Effectively Implementing Contact Center AI

  • Steve Forcum
  • May 6, 2019 | Estimated reading time: 5 minutes to read
  • AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing…

The Power of AI to Drive Change

  • Chris McGugan
  • April 19, 2019 | Estimated reading time: 5 minutes to read
  • AI presents a huge opportunity, possibly bigger than digital transformation itself. The World Economic Forum predicts that digital transformation will provide economic value to business…

Roadmap to Achieve AI Benefits for Customer Experience

  • Guest Contributors
  • April 15, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

  • Jon Alperin
  • April 12, 2019 | Estimated reading time: 3 minutes to read
  • We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking,…
Artificial Intelligence: Ready for Primetime in the Contact Center

Artificial Intelligence: Ready for Primetime in the Contact Center

  • Guest Contributors
  • April 10, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Trends, Business, and the Future of Sports

  • Andy Steen
  • April 9, 2019 | Estimated reading time: 5 minutes to read
  • Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years. Previously, sports were simply about the…
Self-Service Experiences Matter Too

Self-Service Experiences Matter Too

  • Mark Vogel
  • April 1, 2019 | Estimated reading time: 3 minutes to read
  • There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass…