Author: Robin Gareiss

What’s the news? Five9 has announced new features to integrate Workforce Optimization (WFO) with its cloud contact center platform. Supervisors can more effectively manage their team of agents, while agents can better manage their schedules and review evaluations to help improve their performance. The overall goal...

Customers are relying more on digital channels to make purchases, research products and get advice. So, it's not surprising that by 2025, more than half of all customer interactions will rely on self-service portals. It's important for CX leaders to focus on delivering customer self-service benefits,...

What’s the news? Avaya has added conversational AI capabilities, using Google Cloud Dialogflow CX, to its OneCloud Contact Center-as-a-Service (CCaaS) and Communications Platform-as-a-Service (CPaaS) offerings. From a high level, these AI features make virtual agents more effective by addressing increasingly complex questions or issues without the...

What’s the news? Talkdesk announced two services to help companies improve customer experience with COVID-19 pandemic-related issues: Small Business Lending Solution, targeted at the U.S. Paycheck Protection Program loan distribution and communications (and similar programs in other countries); and Vaccine Administration Solution, targeted at automating portions...

Companies have fundamentally changed their workplaces in 2020, with the majority of employees still working from home. In what was initially supposed to be a short-term situation, business leaders have uncovered benefits with work-from-home (WFH) strategies and at least 56% plan to continue them indefinitely...

There is no shortage of customer experience technologies that organizations can use to improve contact center agent skills and, by extension, customer experience. But budgets are finite and executive demands can often be urgent. By the end of 2020, 26.1% of organizations will have a customer...

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

Nearly 75% of companies are transforming their communications and collaboration strategy. The massive shift to Work From Home (WFH) has exacerbated the need to reshape how they deliver applications to their employees. These transformation initiatives involve everything from making more apps available remotely, to moving to...

With more than 80% of employees still working from home either full- or part-time, it’s vital to have a solid management strategy for UCC as well as contact center applications. Management tools improve the administration and performance of UCC, and contact center, and the efficiency of those...

By empowering agents—and by extension, other employees that help them with customer interactions—organizations can drastically improve customer experience. In order to empower agents, it’s vital to enable them with a technology toolkit that increases the value of every interaction, measured by revenue, cost, and/or customer...

With remote digital workplaces here to stay, IT leaders must make sure their collaboration technology enables rather than hampers employee productivity. But doing so requires data, reporting, and actionable insights to understand what’s working and what’s not....

Business leaders are focusing heavily on improving the customer engagement. But in order to deliver a stellar customer experience, companies must take care of their employees. Doing so requires a defined strategy and roadmap for the technologies that will help them succeed. Nemertes has identified the...