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Multisite, global contact center

Sponsored Content

Unify Your Global MultiSite Contact Center Operations

December 12, 2019

Get the guidance you need to migrate your multisite, global contact center operation to the cloud.

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Cloud contact center

Sponsored Content

Getting Unstuck from Legacy Contact Center Systems

December 12, 2019

In this Enterprise Connect Research report, discover why cloud is the clear choice for organizations that have made customer experience a competitive...

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Multilingual IVA

Contact Center & Customer Experience

Decoding Dialogflow: Creating Multilingual Bots

December 09, 2019

The eleventh in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Did You Hear That? Securing Communications in 2019

December 09, 2019

What role encryption and a security-first mindset are playing in employee and customer interactions today

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Vendor Strategy

AWS Continues to “ReInvent” Its Communications Capabilities

December 06, 2019

During its user conference, Amazon Web Services showcased its latest Contact Lens and Kendra offerings for contact centers, alongside its previously...

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Contact Center & Customer Experience

Dreamforce 2019: Amazon Connect Comes of Age

November 25, 2019

AWS took the spotlight at Dreamforce – announcing Amazon Connect and Salesforce integration and asynchronous chat capabilities for Salesforce.

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Hand with gears

Contact Center & Customer Experience

Amazon Connect: Update, Perspective on Service Cloud Voice

Sheila McGee-Smith

November 21, 2019

Amazon Web Services parlays enterprise business into Salesforce integration, expands cloud contact center solution with chat.

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A presentation at ICMI

Contact Center & Customer Experience

Connecting the Customer Service Dots at ICMI 2019

November 21, 2019

AI and other technologies provide a range of enhanced contact center capabilities. But is it all happy contact center agents and reduced operating...

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Customer satisfaction emojis

Contact Center & Customer Experience

Emotional AI: Unlocking VoC with Sentiment Analysis

Jeff Gallino, CallMiner

November 19, 2019

Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success.

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Contact center voice

Contact Center & Customer Experience

Dreamforce 2019: CRM/CCaaS Line to Disappear?

Sheila McGee-Smith

November 19, 2019

Salesforce announces Service Cloud Voice, highlighting Amazon Connect.

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Long journey

Contact Center & Customer Experience

2019, the Year CX Became More Tangible?

Nicolas De Kouchkovsky

November 19, 2019

The long-touted opportunity for customer service to evolve from being a cost center to become more strategic may very well be upon us.

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Passing an interaction from an intelligent virtual agent to a live agent

Contact Center & Customer Experience

Decoding Dialogflow: Routing to a Human, Testing, Going Live

November 18, 2019

The tenth in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Puzzle piece bridging the gap

Contact Center & Customer Experience

Enterprises Must Close Growing Customer Expectation Gap

November 18, 2019

Market leaders need a new set of integrated value disciplines that reflects the art of the technologically possible

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Embedding Security Into Customer Interaction Applications

Sorell Slaymaker

November 18, 2019

Most enterprises focus on securing their transactions, not their interactions.

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Google CCAI reference architecture

Contact Center & Customer Experience

Are You Ready? Google Contact Center AI Is Here!

Sheila McGee-Smith

November 15, 2019

Google’s head of conversational AI gives me the lowdown on announcement highlights

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