AI Tag

June 15, 2021 – Talkdesk announced Talkdesk Retail Smart, a solution for retailers that provides automated and secure self-service options for customers, leaving live agents to focus on higher-touch, revenue-generating interactions....

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...

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,...

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...

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...

Businesses have been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

Nemertes Research conducted a study of 517 companies to understand what successful companies do differently than those that aren’t yet delivering solid CX. We all know those brands that have distinguished themselves by delivering top-notch customer experience – Southwest Airlines, Chick-Fil-A, and Ikea, to name a...

AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization. Customer self-service portals can be convenient and improve CX, when they help consumers get what they need more quickly and...

This webinar will showcase how financial-services companies are leveraging agent analytics and AI assistance to give them data, knowledge, and context to deliver stellar customer experience. Nemertes will present real-world data showing how these technologies can boost revenue, improve customer ratings, and reduce cost....

What are the hot collaboration trends heading into 2020 and beyond, and more importantly, what should IT leaders do to ensure success? Join Nemertes Service Director Irwin Lazar to learn the critical developments that will shape workplace transformation in the next year....