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End-to-End Customer Journey Orchestration Drives CX of the Future

December 07, 2021

In the face of ever-evolving customer expectations, learn the challenges, potential solutions, and the future of customer experience.

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Customer Experience

Build Smarter to Accelerate CX Roadmaps

Tanuj Goyal, imimobile

November 11, 2021

Enterprise developers and IT managers are benefiting from a configuration-based approach to development enabled by CPaaS.

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Contact Center & Customer Experience

Contact Center Transformation: The Starting Point

Elizabeth (Beth) English

May 19, 2021

Consider a comprehensive needs analysis and strategic roadmap followed by phased implementation.

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Contact Center & Customer Experience

Put Self-Service at the Top of Your CX Priority List

Robin Gareiss

April 15, 2021

The goal is to serve as many customers as possible without human intervention.

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Contact Center & Customer Experience

Is Your Call Center Facing a Capacity Issue?

Nicolas De Kouchkovsky

March 02, 2021

Learn about contact center capacity challenges and how to solve them using technology and organizational solutions in part one of this two-part...

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APIs & Embedded Communications

No Jitter Roll: RingCentral API Updates, AI Funding

Dana Casielles

February 05, 2021

The latest news from RingCentral, Microsoft, Mitel, Nureva, Cresta, Deepgram, and Verint.

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Contact Center & Customer Experience

Dialpad Leans Into AI; Contact Center

Sheila McGee-Smith

February 03, 2021

New UCaaS/CCaaS customer One Legal quickly incorporates AI features into contact center operation.

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Partner Ecosystem

AWS Contact Center Intelligence Expands Globally

Sheila McGee-Smith

January 13, 2021

AWS expands partners and adds support for more languages as it bulks up support for AI-based contact center services.

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Contact Center & Customer Experience

How Interaction Analytics Help Contact Centers Win

Fabrice Martin

November 11, 2020

They capture data at scale and deliver insights to build the best team and strategies that drive tangible results.

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AI & Speech Technologies

Understand the Value of Voice Biometrics Basics

Gary Audin

September 04, 2020

It can be a boost for contact center security with secure customer authentication and contact center fraud prevention.

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AI & Automation

How to Navigate the Bot and Conversational AI Maze

Nicolas De Kouchkovsky

September 01, 2020

Here are three lenses to help make sense of the space.

AI & Speech Technologies

Dialpad Brings Voice Analytics to Sales Calls

Beth Schultz

May 22, 2019

New service delivers real-time transcription, live coaching, and post-call insights for sales teams.

Customer Experience

Taking the Pains Out of Healthcare Customer Service

Chris Vitek

April 15, 2019

Software robotics can work wonders, as opportunities in an appointment-setting process reveal.

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AI & Speech Technologies

3 Reasons Speech Is Becoming Preferred for Self-Service

Richard Dumas

December 06, 2018

A look at why businesses are adopting natural language for customer self-service at such a rapid pace

Enterprise Connect

IBM and Avaya, and Cisco, Oh My!

Andrew Prokop

October 23, 2018

Having an IoT device “talk” to people is pretty darn amazing, but wouldn’t it be even more astounding if those same people could talk back to the...

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