Designing Virtual Agents and Chatbots for Better Customer Engagements
By Keith Kirkpatrick May 9, 2023
Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision...
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Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies
- By Keith Kirkpatrick May 9, 2023
Contact Center-as-a-service (CCaaS) vendor Five9 announced the renaming of its core platform to the Five9 Intelligent CX Platform (ICXP), from Virtual Cloud Contact Center (VCC) or Five9 Intelligent Cloud Contact Center (ICC). According to the...
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Cisco Focuses on Speedy Implementation and Complexity Reduction to Win Customers
- By Keith Kirkpatrick May 8, 2023
In today's world, it is easy to get caught up in the excitement of new CX technologies and features. Many CCaaS vendors are quick to highlight the number of new features or capabilities implemented in their latest product releases, or spotlight the...
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LivePerson Launches Generative AI Products and Tools
- By Keith Kirkpatrick May 4, 2023
The hype surrounding the use of generative AI and large language models (LLMs) has been hard to avoid, with many CX platform vendors and conversational technology providers quickly launching press releases highlighting their products’ utilization...
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Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues
By Alex Gaw April 28, 2023
Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX. Specifically designed to help...
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Playvox Brings a Strong Focus on Agent Engagement
By Sherril Hanson April 24, 2023
I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a...
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Driving Customer Utilization and Engagement with Communities
- By Keith Kirkpatrick April 20, 2023
Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring...
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New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation
- By Sherril Hanson April 19, 2023
Experience orchestration provider Genesys released The State of Customer Experience report with some comprehensive data demonstrating high consumer expectations, low consumer patience with suboptimal experiences, and the struggle to nail down...
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Leveraging Support Ticket Data to Improve CX
- By Keith Kirkpatrick April 11, 2023
Customer support tickets are more than a system to track technical, administrative, or service issues. The information contained within these tickets can also be used for several other purposes, including the surfacing of additional process,...
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Visual Customer Support Provides Personalization, Cost Savings, and Insights
- By Sherril Hanson April 10, 2023
Being able to provide personalized and efficient customer support is a crucial contributor to a great customer experience with a brand. There have been many innovations in the contact center and technical support space, with new technologies...
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Verint Broadens Google Cloud Partnership
- By Sherril Hanson March 30, 2023
Customer engagement company Verint announced an expanded partnership with Google Cloud focused on helping companies improve contact center performance through the integration of Google Cloud's Contact Center AI and Verint Customer Engagement...
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Gamification in Contact Centers: Best Practices Focus on Agent Support, Fun, and Engagement
- By Sherril Hanson March 8, 2023
Gamification is a tool that is being used across many industries to increase engagement, collaboration, and productivity. In the contact center it has been used successfully either as part of a larger platform or as a standalone feature. Dash...
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