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Tag Archives | Contact Center Technology

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

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What’s New with 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

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

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