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As each year passes, the use of artificial intelligence (AI) increases. It is making its way into a variety of business systems, including those that impact the customer experience (CX). One of the most well-known versions is the chatbot, a conversation-driven tool that enables customers to get answers to basic questions or gather more information without speaking directly with an employee. However, this is far...

Today, companies need to have robust solutions in place that are highly scalable. Often, many in-house contact center systems are innately limited, hindered by an organization’s existing infrastructure and hardware capabilities. By transitioning to a Contact Center as a Service (CCaaS) solution, companies get a highly capable and scalable system delivered via the cloud.   With a CCaaS solution, businesses get the same functionality they would find...

For many companies, a contact center cloud migration is a critical operational goal. By shifting to the cloud, your business has the ability to provide an omnichannel customer experience, bolster services for remote customer service reps, and to scale operations at a moments notice. Cumulatively, each of those points can enhance CX and boost productivity, creating a better experience for all involved.   However, planning for a...

The customer experience (CX) is becoming increasingly important to companies. Since businesses offering stellar CX differentiate themselves from the pack, embracing cutting-edge CX solutions needs to be part of your strategy. Today, real-time CX technology is making waves in nearly every industry, allowing organizations to adapt and respond with greater ease and faster than those without it.   If you are wondering what real-time CX technology is...

When companies work to improve the quality of the customer experience, they frequently focus on their employees. Businesses may offer training, evaluating metrics to monitor performance, or otherwise concentrate on the impact of the individual contact center representative to determine if progress is being made. While you can certainly gain valuable information and improvement using this approach, it also leaves out a critical part of...

Today’s buyers put an increasing amount of importance on the customer experience (CX). Common product or service differentiators - like features and pricing - aren’t always enough to stand out from the competition, particularly if several companies have somewhat similar offerings. However, CX can differ greatly, and that creates an opening for businesses that want an avenue for attracting more customers.   Customer perception is impacted by...