Is your CX Cross-Channel/Multi-Modal?
I’m in my mid-30s, I am considered to be at the cusp of being a millennial, born in 1983. My group of friends ranges from the late 20s to late 30s. I’ve noticed something in the way friends who [...]
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Genesys PureCloud named as Leader in The Forrester Wave™: Cloud Contact Centers, Q3 2018
There is a lot that makes Forrester Wave Cloud Contact Center report unique, however from my personal standpoint is that it matches the speed of the cloud, by being released every quarter, rather [...]
Text to Speech: The Artificial intelligence secrets in humanizing your IVRs
No doubt that our lifestyle today has drastically changed, time is always an essential factor in our daily activity success. Understanding how text to speech (arabic TTS) could help your [...]
Instantly help your agents with all the information they need
Customer experience has become a key differentiator in most organizations, and as the years go by its becoming more and more important to deliver a powerful and seamless customer journey. [...]
PureCloud new messaging channels: Facebook Messenger, Twitter Direct Message & Line
PureCloud the All-in-One Cloud Contact Center now supports three new direct messaging channels. Facebook Messenger, Twitter Direct Message & Line! This news is even sweeter for Contact Center [...]
Should the Contact Center & UC Collaboration be siloed or not?
Should the Contact Center & UC Collaboration be siloed or not? The day old question. How can Cisco UCCX help? I remember in 2005 when I was a support engineer at one of IST’s [...]
The phenomena of Microservice technology.
Two pilots, working together and going through a long list of procedures to start-up an engine of a 180-186 seated Airbus plane, thats getting ready to departure to Dubai, UAE. How do they do it? [...]
The New Cisco Customer Journey Solutions Platform
Cisco Customer Care has been rebranded as Cisco Customer Journey Solutions, reflecting the direction of which Cisco is taking with their Contact Center Customer Experience portfolio. (Please [...]
Help your customers complete their web-forms. Win more customers.
Organizations around the world are investing tons of money to create and build a seamless customer journey. Now, with Genesys’s new feature, Co-browsing & Screen Sharing, customers can have [...]
Integrate Google Contact Center AI with existing Contact Center Platform
If you are like me, where you checked your Linkedin three times a day, in the morning, during lunch break and towards the end of the workday, you would not have escaped the news that Google [...]