Blog: Omnichannel Orchestration

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organizations with a channel-first strategy that ironically led to less access and...

Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...

The COVID-19 pandemic put digital transformation into hyperdrive, as technologies around machine learning, AI, and automation became a necessary connection to a transformed world. Now as...

The COVID-19 crisis has accelerated many variables in the marketplace. Digitalization is on the rise and work has turned on its head. But the need for customer experience, creating exceptional...

Pundits, business leaders, and hipsters have espoused for years the religion of digital transformation. But nothing could create more converts as swiftly as COVID-19. Every time we order takeout...

The 'new-normal' brought on by COVID-19 was led by a digital-first approach to business. Digital transformation accelerated out of necessity to quickly meet unexpected surges in customer...

Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed...

Hospitals and health systems are at the front line in battling the COVID-19 pandemic. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where...

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....