10 Must Haves for Cloud-Based Customer Engagement Platforms


I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because …

Will Artificial Intelligence Replace Agents in Your Contact Center?


There’s been a lot of discussion about artificial intelligence and its uses in customer service to facilitate faster, smarter customer engagements.  Already, countless businesses are leveraging some form of AI to facilitate self-service using chatbots, speech recognition, and automation solutions.  The question being asked, though, …