Demystifying artificial intelligence’s role in contact centers

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. This week I […]

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Going nowhere fast?

Studies show that even under perfect driving conditions, speeding over short distances leads to marginal savings in getting to your destination. Add a few traffic lights, a couple of curves, a bit of traffic or weather, and the time-saving benefits taper down to little or none.

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Artificial Intelligence in Customer Care

Workflow applications are ripe for disruption with the advent of artificial intelligence (AI). The magic of AI is tied to big data and the AI models. Customer care organizations that have access to rich datasets are prime candidates to ride the AI wave of change.

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Get on the Same Page as Your Customer with Co-browsing

Do you have customers who come to your website, but are unable to find what they need? Do your contact center agents have to try to explain over the phone how to find something on the website? Or verbally walk customers through forms and processes? What if your agents could guide customers directly to the […]

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Partner Post: Customer Care and the Connected Digital Experience

Customer Care and the Connected Digital Experience by Chris Botting – September 20, 2016      Used with the permission of http://thenetwork.cisco.com/   Today I’m pleased to announce general availability of Cisco’s next-generation software for contact centers operating in the age of digitization.

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