Improving Patient Engagement with Reporting and Business Intelligence

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Most private and public enterprises routinely pursue performance improvement initiatives to reduce costs, increase competitiveness and improve operations. Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. And like any sizable organization, …

CXP 17: Leveraging Natural Language Understanding for Self-Service Chatbots

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Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level.

Interactive Text Response (ITR) is so much more than …

Time to Talk Seriously about Speech Analytics in the Contact Center

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Get ready for the next big thing in contact center workforce optimization: Speech Analytics.  Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.  In its research, …

CXP 17: Using CX Designer for Omni-Channel Self-Service Application Creation

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Application development is all about flexibility, so an Integrated Development Environment (IDE), a software application that provides comprehensive facilities to computer programmers for software development, needs to be many things to many people:

It needs to provide guidance to new users so they don’t get lost …