When it comes to customer service, maybe the cloud is not your first thought. Maybe you initially think of a group of stressed contact centre workers frantically answering the phone. Maybe you imagine reminders to call someone back being written down on paper and getting …
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Cloud
New Report Shows Promising Future for Cloud Contact Centers
Based on the most recent forecast put out by MarketsandMarkets, a strong showing in the cloud-based contact center market is poised to continue building steam through at least 2020. Global revenue was reported at $4.68 billion last year, but the industry will continue to blossom …
Savings and Service Should Not be an Either/Or Proposition in the Contact Center
In a recent New York Times article, author Kate Murphy disclosed an unsettling trend occurring now in the contact center industry: Many organizations are wittingly institutionalizing poor customer service to cut costs or monetize support.
She cited an International Customer Management Institute (ICMI) survey in which …
Why the cloud is good for you – if you trust it
By now, the potential benefits of adopting cloud computing solutions should be well-established – lower running costs, greater flexibility and scalability are just some of the key positives. Yet despite the opportunities the technology provides, it’s still viewed with suspicion by many professionals.
If you’re among …
How we deployed Edward the SMS chatbot on Amazon Echo in 30 Minutes
A few weeks ago, I introduced you to Edward. Weeks later, we are still being approached from analysts, customers, partners, other vendors, who all want to hear more about this exciting project. It is still very early, but seeing the first guests interact with it …
The ACE 2016 Recap: Top takeaways, links, photos and more!
Hello! Thank you to everyone who joined us for ACE 2016. We hope you left with new connections, new ideas and new ways to make the most of your Aspect investment.
We covered a lot of content in three short days, so whether you attended the …
Direct Marketing Company Pivots to the Cloud for More Agile Customer Service
Market changes were impacting the customer service operations division at ResourceOne, a direct marketing company. After much research, ResourceOne came to the conclusion that pivoting their business operations to the cloud would make it possible for them to deliver more agile customer service and to …
Why the Logistics Industry needs Cloud ‘delivered’ or Self-Service ‘dispatched’?
A friend of mine noted that he rarely visited shopping malls. Surprised at his own observation, he remarked that walking out of a mall with huge bags, loading them onto the trunk of his sedan was a long forgotten memory. The reason of course was …
What Can Cloud Infrastructure Do for Higher Education, Part 2
A college degree is more important than it’s ever been, which is why it’s not surprising that college and university enrollment continues to hover at near record levels. According to the Department of Education, a third of all 25-64 year olds in the U.S. have …
Beyond Kitty Hawk
The dream of making a machine understand human language is younger than the human dream of being able to fly. As of today, talking and reading machines, while no longer a dream, are yet to become commonplace. But even in its infancy the history of …