The COVID-19 world crisis has taken these complexities and pressures to new heights, forcing rapid innovation and large-scale agility to cope with remote business operations, remote employees and a new reality. Looking at customer service operations, this new, distributed working environment makes service consistency very challenging to maintain. In addition, efficiency and cost control is ...

Global enterprises running large, multisite contact center operations must run in the cloud if they expect to be able to deliver the best possible customer experience (CX) consistent from one location to the next while at the same time achieving operational and cost efficiencies. But migrating from an on premises environment, cultivated over many years, ...

The COVID-19 world crisis has taken these complexities and pressures to new heights, forcing rapid innovation and large-scale agility to cope with remote business operations, remote employees and a new reality. Looking at customer service operations, this new, distributed working environment makes service consistency very challenging to maintain. In addition, efficiency and cost control is ...

Did you know typical back-office employees spend up to 80 percent of their day on things like filing, data entry, and other repetitive admin tasks? Robotic process automation – RPA – takes care of those little things that are vital for customer satisfaction but tedious for employees. With RPA, such processes are taken care of ...

Did you know typical back-office employees spend up to 80 percent of their day on things like filing, data entry, and other repetitive admin tasks? Robotic process automation – RPA – takes care of those little things that are vital for customer satisfaction but tedious for employees. With RPA, such processes are taken care of ...

Robotic Process Automation (RPA) is now considered mainstream and no longer confined to the back office. Rather than just rules-based task automation, we have added artificial intelligence (AI), machine learning (ML), deep learning, and other technologies, along with a vast array of analytics capabilities to enhance the intelligence of the digital workforce. By reading this ...

Robotic Process Automation (RPA) is now considered mainstream and no longer confined to the back office. Rather than just rules-based task automation, we have added artificial intelligence (AI), machine learning (ML), deep learning, and other technologies, along with a vast array of analytics capabilities to enhance the intelligence of the digital workforce. By reading this ...

The stakes for lack of fraud prevention in the contact center have never been higher. Modern fraud prevention programs must focus on monitoring and preventing fraud through the voice channels. They need to become proactive by using technology such as predictive analytics and machine learning to predict the likelihood of fraud and address it before ...

Instead of looking to do more with less – a traditional cost-saving tactic within enterprise contact centers – successful leads are doing more with more to achieve desired business results. By combining artificial intelligence (AI) with advanced analytics, the contact center can support more meaningful conversations than before. Because when your customer support, service, and ...

Instead of looking to do more with less – a traditional cost-saving tactic within enterprise contact centers – successful leads are doing more with more to achieve desired business results. By combining artificial intelligence (AI) with advanced analytics, the contact center can support more meaningful conversations than before. Because when your customer support, service, and ...