Blog: Omnichannel Orchestration
Recent Posts
There are a lot of figures randomly tossed around about the total cost of ownership (TCO) for both cloud and premise-based contact center platforms. And, while some of the numbers being reported...
What’s the easiest and best way to create immediate customer connections? SMS or text messaging could arguably be the most efficient means for sending a note to the pockets of your customers....
A multichannel sales model lets customers be served the way they want to be served. And, a multichannel approach – using a mix of sales force expansion to reach different sizes of customers,...
Barbeques, apple pies, parades, baseball, and firework shows are probably among the ways you will likely celebrate the 4th of July this week, but how will you celebrate customer independence? Today...
Last week's Call Center Week event brought together more than 1,000 practitioners, technology providers, and other customer experience experts to discuss the latest trends in customer...
As we look ahead to the Cisco Live! event in Orlando next week, it leads me to consider how our partnership with Cisco® has evolved over the past 20+ years. Over this time, we have worked...
When it comes to determining the difference between a smart contact center and a genius one, the distinction is simple—intelligent contact centers use customer data to make their brands...
As companies are looking for ways to make doing business easier and more convenient for consumers, their focus often turns to connecting with customers through their ever-present mobile devices,...
Communication service providers (CSPs) have unique and immense challenges–meeting customer expectations and offering memorable and unique experiences. They have large, increasingly...
What do consumers think about the telecom customer experience? Top-level telecom executives are focusing on the customer experience to compete in today’s hyper competitive telecom market. But...