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Tag Archives | Contact Center Technology

Is It Time to Invest in AI, Machine Learning, and Speech Technologies for Your Contact Center?

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Workforce Optimization Ushers in the Real-Time Contact Center

By on April 16, 2019 in Artificial Intelligence, Automation, Posts, Real-Time, Technology, WFO Suites

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]

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Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

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Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)

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What’s New with Workforce Management?

By on October 16, 2018 in Newsletter, Technology, Workforce Management
What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]
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Applications that Improve the Customer Journey

By on August 10, 2018 in Bots, Customer Support Applications, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletter, Technology, Trends, Voice Biometrics, Web Based Self Service
Applications that Improve the Customer Journey Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign [...]
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AI and Automation is the Path to the Future for Contact Centers (whitepaper)

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Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)

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The 3 Contact Center Applications That Pay for Themselves

By on October 5, 2017 in Bots, Customer Support Applications, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) [Contact Center], Technology, Trends, Voice Biometrics, Web Based Self Service
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