Tagged - customer service

What Is Emotion AI and Why Should You Care?

Recently I attended the inaugural Emotion AI conference, organized by Seth Grimes, a leading analyst and business consultant in the areas of natural language processing,...

Webinar: Prepare Your Organization to Successfully Embrace the “New Normal”

The coronavirus pandemic of 2020 will slowly settle – but it will leave many changes in its wake. IT leaders need to prepare for the "New Normal."

New Additions to Cisco’s Webex Contact Center Portfolio

In this fourth brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new additions for its Webex Contact Center portfolio.

Does a “Stevie” Guarantee Amazing Customer Service?

A vendor in the web conferencing space garnished award honors from the Stevie 16th Annual International Business Awards announced on Aug. 27. Mountain View,...

Symantec Leaves the Strongest Emotional Footprint in the IAM Space With Its Symantec VIP Product

Recent data released from SoftwareReviews' Identity Access Management (IAM) Customer Experience Report reveals Symantec VIP is performing above the rest when it comes to...

Appian BPM and Twillio Double Down on Contact Centers

Appian, a major player in the business process management (BPM) space, has established a partnership with Twilio, a provider of cloud-based communications technology. The...

Hi, I’m a robot, how may I direct your call?

Google’s Contact Center AI is in beta. Start a proof of concept so you are ready to take advantage of this product when it reaches general availability.

Zendesk: Customer Service Management Powerhouse Looks to Expand Its Footprint

Zendesk has been a keystone vendor for external customer service management for over a decade. It is now making a strong effort to expand into adjacent functional areas,...

ServiceNow Branches Beyond Internal IT Service Delivery to Tackle External Customer Service Use Cases

ServiceNow has been a mainstay vendor for internal IT service management for over a decade. It is now making a concerted effort to expand into adjacent functional areas,...

Cisco Is Bringing Cognitive Collaboration to the Contact Center

Cisco unveiled three AI features for its Unified Contact Center Enterprise and Unified Contact Center Express at Enterprise Connect 2019. These features should help, but...
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