Enghouse Interactive
FEBRUARY 9, 2021
Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. AI will become more prevalent in 2021.
Spearline
JANUARY 6, 2022
Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains. in 2020 to 17.3%.
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Uniphore
JANUARY 21, 2022
Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike. Source: HealthPayerIntelligence, September 2021.
Spearline
FEBRUARY 17, 2022
The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. The Spearline latency test allows you to replicate the customer call flow, and quantify the amount of latency your customers’ experience.
Uniphore
OCTOBER 21, 2021
2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. Follow our blog and connect with us on LinkedIn , Twitter , Facebook , and Instagram.
Spearline
NOVEMBER 24, 2021
The situation is especially challenging if one, or both, of the callers have pronounced accents, which often happens on international calls. A survey* in January 2021 by IDC noted, “global business leaders rate latency a higher priority than speed.” Latency matters. Implement Spearline’s latency tests.
Spearline
FEBRUARY 17, 2022
The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. The Spearline latency test allows you to replicate the customer call flow, and quantify the amount of latency your customers’ experience.
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