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How to Reduce Compliance Risk and Get Consistent Quality Assurance?
What is Verint Automated Quality Management (AQM)? Relying on a small percentage of calls to determine whether agents meet procedural and regulatory requirements is risky at best. With so many [...]
Customer Experience Exceeds Financial Performance by The Numbers
We need to understand what the analysts are saying. We need to understand how the market trends are going today. According to the 2020 Global Customer Experience Benchmark report based on the [...]
IST Gold Partner – Genesys A Leader of 2021 Gartner Magic Quadrant for Contact Center as a Service
We IST are extremely proud of our Gold Partner Genesys to be named as a Leader in the recent Gartner Magic Quadrant for Contact Center as a Service. Proving that Genesys is committed to its [...]
Genesys PureConnect
The Secret Ingredient to Excel in CX
During the current crisis, an increasing number of organizations strengthened their digital platform for better customer interaction, enabling a means to better assist their customers through [...]
IDC Study : Redefining Customer Experiences with Cloud and Artificial Intelligence-Enabled Contact Centers
Dos and Don’ts When Deploying Cloud-Based Customer Engagement Solutions
Most companies noted that data residency and governance, along with industry-specific regulations were their major discouragement while considering a cloud-based solution. With the growing number [...]