"Matchmaker, Matchmaker, make me a match......." Behavioral analytics...
In the Tony Award-winning musical "Fiddler on the Roof," Tevye, the father of five daughters, bemoaned the erosion of tradition where his daughters wanted to marry for love instead of cultural...
View ArticleSeeing is believing for financial services firms as they increasingly embrace...
When we think of obstacles financial services firms need to overcome in order to win, retain, and serve customers, one of the largest ones that come to mind is trust and transparency. For financial...
View Article“Matchmaker, Matchmaker, make me a match…….” Behavioral analytics improves...
In the Tony Award-winning musical “Fiddler on the Roof,” Tevye, the father of five daughters, bemoaned the erosion of tradition where his daughters wanted to marry for love instead of cultural...
View ArticleSeeing is believing for financial services firms as they increasingly embrace...
When we think of obstacles financial services firms need to overcome in order to win, retain, and serve customers, one of the largest ones that come to mind is trust and transparency. For financial...
View ArticleThe Quest For The Holy Grail Of Team Messaging Apps: Finding Your Perfect...
We’re seeing a significant challenge today in finding the right enterprise-level team messaging app that’s easy to use, compatible with a work environment, and combines various daily functions so...
View ArticleThe Five Use Cases For AI In The Contact Center
Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for...
View ArticleAtlassian And Slack Team Up To Take On Microsoft Teams
Atlassian recently announced a strategic partnership with (and investment in) Slack, which includes the imminent shutdown of Atlassian’s HipChat and Stride products. While it’s mutually beneficial for...
View ArticleThe Quest For The Holy Grail Of Team Messaging Apps: Finding Your Perfect...
We’re seeing a significant challenge today in finding the right enterprise-level team messaging app that’s easy to use, compatible with a work environment, and combines various daily functions so...
View ArticleThe Five Use Cases For AI In The Contact Center
Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for...
View ArticleContact Centers Have Moved To Cloud. What’s Next?
As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations which preserve legacy on premise software,...
View ArticleMoving Your Contact Center To The Cloud: Top Trends Fueling The Market
Transitioning your contact center to the cloud isn’t just for smaller businesses; it can help brands of all sizes boost agility and access to new features. In our new report, “The Forrester Wave™:...
View ArticleYou Can’t Ignore GDPR In Customer Service
Many organizations, particularly in North America, think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to...
View ArticleZoom Zooms In On Contact Center, Acquires Five9 To Capitalize On Its Momentum...
Zoom went big and didn’t go home. In the largest acquisition deal in the contact center industry, Zoom announced its intent to acquire Five9 (a cloud contact center provider) for $14.7 billion — a...
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