Putting the Citizen in CX for 311 Centers As cities and local governments look for better ways to engage with their citizens, the role of 3-1-1 contact centers have exploded. Now more than ever citizens are getting involved, speaking up, and demanding governments respond with increased engagement. Local 311 contact centers are looking for ways… Read more →
A contact center analyst recently asked me why a contact center would be interested in iPaaS, even mentioning that they usually look to their CCaaS solutions to handle similar use cases. Initially, I was shocked. Then, I realized there may be a knowledge gap of the benefits that an iPaaS could bring to several organizations…. Read more →
Most of you know DaVinci as a hybrid contact center solution that integrates contact center with CRM platforms, but did you know that DaVinci is actually so much more. We’re an iPaaS platform that let’s you go way beyond the fixed feature mindset. What does this mean for AMC? Three years ago at an offsite planning meeting… Read more →
For call centers in the Age of COVID, it is critical that companies can continue to provide live voices to assist clients, offer reassurance and uninterrupted support. Many companies have had to adapt quickly to prevent business continuity failures for employees and clients. This may mean having your call center agents operate remotely, which, in… Read more →
How The DaVinci Platform Can Help You Get Through This Crisis Call centers are the voice of an organization. People want to talk or chat with a live person to resolve an issue or get assistance with their concerns. It is reassuring to be able to reach a real person during this crisis and get… Read more →
While most organizations would consider themselves customer centric, it is easy to confuse customer centricity with customer focus. Ensuring that the customer has a consistently pleasant and relevant experience with the organization means it has a strong customer focus; however, the organizations that decide to drive revenue off of the most valuable customers, are the… Read more →
When the need for a business solution arises, the age old question has remained: should it be custom built or should an out of the box solution be purchased? While it may seem simple, determining the right solution approach is a complex process that may need the input of several organizational leaders based upon their… Read more →
