Customer Contact Blog


Posted by epopova; on Apr 03, 2018
Views: 2996

The compelling benefits of cloud architectures–more flexible capacity adjustment, more cost-effective support of remote agents and faster access to advanced features—have resulted in high growth rates in the cloud contact center market. Many business…

Posted by epopova; on Feb 09, 2018
Views: 2433

It became obvious at Avaya Engage that the current executive team is determined to shift Avaya's focus to the cloud in terms of both technology development and business model. The team acknowledges that they are a bit late to the game and that most o…

Posted by epopova; on Sep 06, 2017
Views: 2237

Progressively-minded people around the world increasingly raise their voices in support of women’s rights, including the right to education and professional realization. Enabling women to work and earn a living is not only about gender equality; it’s…

Posted by BrendanRead; on Jul 24, 2017
Views: 1665

Category : Customer Contact

The CX, cost saving, productivity, and compliance/security benefits of Robotic Process Automation (RPA) in the contact center.


Posted by BrendanRead; on Jun 06, 2017
Views: 2151

Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.

Posted by BrendanRead; on Apr 12, 2017
Views: 1986

Category : Customer Contact

In the wake of the recent United Airlines incident, while industries may not be able to change core conditions that create poor CX, they can take steps to minimize customer annoyance

Posted by BrendanRead; on Apr 11, 2017
Views: 1855

Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly

Posted by BrendanRead; on Mar 27, 2017
Views: 1448

Category : Customer Contact

Expert panel will discuss how and why the digital era is transforming the customer journey, the ways in which utilizing contextual data can delight customers on any channel, and how to perfect the CX.

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