Articles in CX and Contact Center

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…
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…

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…

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…