NEW

Customer Engagement Center Series: Service Intelligence

avatar

Let’s recap what we’ve covered thus far in our customer engagement center series…

We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service, omni-channel customer experience, and proactive outreach. Today, we are continuing with service intelligence.

Simply connecting a …

Improving Patient Engagement with Reporting and Business Intelligence

avatar

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

avatar

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 …

Maßgebliche Funktionalitäten für das Customer Engagement

avatar

In einer Welt, in der es zunehmend schwierig ist, sich ausschließlich über den Preis oder die Produktausstattung vom Wettbewerb abzuheben, gewinnt der Kundenservice immer mehr an Bedeutung. Dabei hat sich die Erwartungshaltung und das Nutzerverhalten der Verbraucher durch Technologie-Treiber wie Überall-Netzwerke, smarte Endgeräte, interaktive Webanwendungen …