Author: Robin Gareiss

Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity....

April 20, 2021 – Talkdesk announced deeper integration with Zoom Phone to improve customer experience. The move provides a more seamless experience between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). A back-office integration improves call routing and eliminates the...

April 14, 2021 – Vonage announced enhancements to its contact center services aimed at improving customer engagement. The most prominent features of the release is dubbed Visual Engagement for Vonage Contact Center, and it allows companies to interact with their customers using video embedded directly...

April 7, 2021 – VOSS Solutions announced VOSS MaaS (Management as a Service), which will deliver its on-premises collaboration automation suite (described below) as a hosted service. The hosted delivery model allows for faster and easier implementation, as well as the ability to quickly add...

What’s the news? March 22, 2021 – Zoom released a video Software Development Kit (SDK) that lets developers leverage Zoom’s HD video, audio, and other interactive features to build video-based applications with native user interfaces. Developers can improve customer experience, create new revenue sources, and bolster...

The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to delivering competitive customer service. The challenge is customizing a well-funded strategy to leverage the types of...

What’s the news? March 15, 2021 – 8x8 announced a service that allows companies to integrate their 8x8 contact center with Microsoft Teams. 8x8 becomes the fourth vendor certified by Microsoft for such an integration (others are Anywhere365, ComputerTalk, and Enghouse Interactive). Companies that use 8x8...

What’s the news? March 16, 2021 – Genesys announced plans to acquire LogMeIn’s Bold360, a company known for conversational AI, dynamic knowledge base, and agent experience—key areas for customer experience (CX) transformations. The move also helps Genesys to solidify and advance its Experience-as-a-Service vision, which leverages...

CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s...

In an unexpected turn of events, IT teams were faced with an unthinkable challenge in March 2020. They raced to move agents to home offices practically overnight—and in large part, were successful in doing so. After several months of operating in this new workplace, customer...

Customer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home offices and interaction volume increased or became extremely volatile, according to our Customer Experience Transformation:...