While some business leaders are trying to overlook “the great resignation” and urge employees to come back to the office, many data scientists believe remote work is here to stay. According to Ladders research, 25 percent of professional jobs will be remote by the end of 2022 and new remote opportunities will increase into 2023…. Read more →
Creative ways to reduce call volume with a contact center digital transformation because it isn’t just about reducing costs, if done correctly it can be used to create delightful customer experiences. Optimize your IVR or IVA Flows Spending time evaluating how your IVR (Interactive Voice Response) is directing calls or even migrating to an AI,… Read more →
The technologies driving the digital transformation The digital transformation for contact centers isn’t just a buzz-term, but what are the technologies at the center of it? Cloud Contact Center Having all of the applications your contact center uses to operated fully in the cloud allows all of the customer data to be in one location,… Read more →
Waves of digital transformations have been occurring for close to fifty years in the contact center industry. Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems automated manual employee processes, shifts to cloud and SaaS have changed how businesses pay for and own the products they use and machine learning and artificial intelligence are… Read more →
What is a Digital Transformation of Contact Centers? If buzzwords around “digital transformation” hadn’t been flying around your organization prior to 2020, they likely are now. Although the expectations of customers seem to always be increasing, the urgency of organizations to accommodate customers how and where they wanted accelerated with the need to survive during… Read more →
What is iPaaS? iPaaS, or Integration platform as a service, is a hosted offering where a third-party provider delivers the infrastructure and/or middleware that manages and integrates the organization’s applications. While CPaaS (communication platform as a service) is only able to manage integrating functions once everything is migrated to cloud, iPaaS integrations happen simultaneously and can also integrate data… Read more →
