Blog

Are you a global, multi-center with different contact center platforms across centers? Have you felt the pain of not being able to route your customers across any global center? Are you stuck with multiple reports from various centers but none that gives you the 360-degree view across centers? Do your global customers get inconsistent experiences across your...

Here’s the perfect way to be part of the excitement of Interactions 2019: Sign up to be a speaker! This is a terrific opportunity: Sharing experiences, insights and solutions positions organizations—and speakers—as industry thought leaders. It’s a great way to showcase successes and best practices. Everyone selected as a speaker will receive a complimentary conference pass and...

As a provider of technology, professional services, managed services, learning and staffing services, Alphanumeric Systems, Inc. began a concerted global expansion in 2012. But as the company was going big, its technology was staying small. Alphanumeric realized that its contact center technology--outdated, and neither scalable nor reliable—was going nowhere. “The system just couldn’t grow with us as...

In just about a week, we will be showcasing our Salesforce integration at the Dreamforce 2018 Demo Jam! Stop by the Service Theater in the Marriott at 10:30am on Sept 27th when we throw down our best 3-minute demo against 6 competitors and YOU decide the winner! You can get a sneak peek here:Why is CRM and...

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become drivers of...

In a previous blog post I talked about why it’s so easy for a contact center to become obsolete. Advances in contact center technology have created specialized capabilities like omnichannel, advanced reporting and analytics, automation, quality and workforce management and more. And I introduced a simple decision framework consisting of three questions to help you simplify your...

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in...