Amazon Connect, the Deconstructed Contact Center

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that... Read More

5 Things That Are Different About the AWS Public Cloud

When Amazon released its cloud-based contact center service, it was met with skepticism. In a feature-by-feature comparison with any of the existing leaders, Amazon Connect usually came up short. That was a little over a year ago, and much has changed and continues to change when it comes to feature functionality, but we’ll get to... Read More

5 Signs It’s Time to Upgrade Your IVR

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five... Read More

The Hybrid Customer Contact Center

In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt... Read More

Omnichannel in Action

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically... Read More

Omnichannel Villains

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is... Read More

How to reduce security risk in the cloud.

Security and regulatory compliance continue to be top cloud concerns, and for good reason. It’s hard to trust something you can’t see and have little control over. And yet technology providers keep trying to push customers to the cloud – their cloud. The reality is, you can improve your security posture and reduce compliance risk... Read More

How do you measure risk in your contact center?

Customer data is the lifeblood of the contact center. Your ability to deliver seamless customer experiences across multiple channels depends on it. Unfortunately, where there is data there is also security risk. The question is how do you handle that risk to reduce your company’s liability while enabling your agents to deliver the service customers... Read More

How to Reduce PCI Scope in the Customer Service Center

Customer service centers don’t have much of an option when it comes to whether or not they handle financial transactions. Customers expect to be able to make a payment or complete a purchase when they call your company, and if they can’t, they’ll take their business elsewhere. The one thing customer service centers can do... Read More

The Risks of Doing Nothing (Again) to Improve the Contact Center

The new year brings with it an old risk—falling behind the competition as your call center technology gets another year older and more outdated. Today’s technologies bring the most significant transformation in decades. It’s more important than ever that call centers protect market share and profitability by enhancing or upgrading their systems and software. Read More

WFM Cost Savings in the Cloud

A Look into the Cost Advantages of WFM in the Cloud I want to talk a little about some of the lesser-known ways a Cloud WFM system—like Teleopti’s—saves money. But I thought a quick refresher about how WFM in the Cloud works, would be allowed. Rather than install your WFM system on your own premises,... Read More

WFM Cloud – Looking Under the Hood

The Cloud has gained acceptance as a solid, reliable platform: for some things at least. There’s still resistance, especially when it comes to running critical business applications in the Cloud. That resistance hits on many points: security, performance and availability being among the critical ones. Maybe the most critical concern, though, is that the functionality itself... Read More

Keep it Simple in the Cloud with WFM

Running WFM in the Cloud makes many things simpler for call centers. Here are just a few of the ways it does that. No Hardware First is the gear. There is none. You don’t have to worry about the load on your existing computing systems, you don’t have to worry about processor upgrades, increasing disk... Read More

WFM Cloud Benefits Revealed

Today, the Cloud has matured, and the shape it’s finally taken is not exactly the same as the early hype. In this respect it’s not unlike how the web evolved. Remember the Big Phrase for the early, wide-eyed-wonder days of the web: “the level playing field”? It looked like that didn’t it? Everyone could put... Read More

What the Experts Say About Customer-Centric Quality Monitoring

As contact centers continue to expand customer interaction channels with an eye toward improving the customer experience, many are finding that traditional quality monitoring processes also need to evolve. Michael Gregorio, director of product management at USAN, joins a panel of industry experts in offering advice and explaining best practices for agent self-evaluation, QM scoring... Read More

No Doubt About IVR in the Cloud

Within our IVR community, there are still doubts and misgivings about the Cloud. People worry about its reliability and performance, the loss of control, the quality and security of their system. They worry about all these things. But they shouldn’t. Read More

Learn to Use All―Not Just Some―of Your WFM

Are you using as much of your WFM as you could? Often, the answer is “no.” The reason? People learn the mechanics of using a system, but not the concepts behind it. And without that knowledge, they can’t apply the kind of critical thinking that makes the most of WFM—and that delivers the highest ROI. Read More