Articles & Posts:

Thanks to AI and RPA, the WFO Market Surges

March 1, 2019 / | Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Posts, Technology & Applications, Workforce Optimization Suites

Innovation Is What Makes Us Great

March 1, 2019 / | Artificial Intelligence (AI), Customer Service, Posts, Technology & Applications

Speech Analytics and AI Is a Winning Combination

February 25, 2019 / | Analytics-Enabled QA, Artificial Intelligence (AI), Customer Journey Analytics (CIA), Posts, Surveying, Technology & Applications

AI, Automation and Analytics Drive Vast Improvements in Contact Centers

February 12, 2019 / | Newsletters

11 Keys to Designing Effective IVAs

January 18, 2019 / | Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology & Applications

Welcome to 2019!

January 4, 2019 / | Newsletters

Smarter Bots Mean Greater Innovation, Productivity, and Value

January 4, 2019 / | Automation / Robotic Process Automation (RPA), Posts, Technology & Applications

IVA Is the Future of Voice Self-Service

January 4, 2019 / | Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology & Applications

Cloud-Based ACDs and Dialers Come of Age

December 10, 2018 / | Automatic Call Distributors (ACDs), Dialing, Newsletters

It’s Time to Replace Traditional QA

November 13, 2018 / | Newsletters, Quality Management / Analytics Enabled QM (AQM)