Do you need a call recorder or a recording engine?
Callminer
MARCH 17, 2022
Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog
Engineering Related Topics 
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Call Recorder or Recording Engine? Which do you Need?
OrecX
MARCH 14, 2022
It's like the chicken and the egg - which came first: the call recorder or the recording engine? A recording engine is quite different, although you may not initially think so. Yes, a call recorder has a recording engine within it, but we aren't looking at it that way right now.
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Are You Protected? Why Every Contact Center Needs Social Engineering Training
Contact Center Pipeline
MARCH 8, 2018
Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineeringImagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account.
How Engineering Teams Use Guru
Guru
MARCH 9, 2021
All engineering teams rely on some kind of documentation tool to communicate important product information with their colleagues. For small teams just getting started, this could be as simple as a Google Doc, and for larger teams with complex products, this could be a hierarchical wiki.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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engines that harness. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
How our engineers are creating an automation Center of Excellence
Nuance
FEBRUARY 10, 2022
The post How our engineers are creating an automation Center of Excellence appeared first on What’s next.
4 Roads Transforms Knowledge Sharing Capabilities for Institution of Engineering and Technology (IET)
CSM Magazine
MARCH 4, 2022
Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community.
All about Bim Consulting — Building Services Engineers
OctopusTech
MAY 22, 2021
All about Bim Consulting — Building Services Engineers. The post All about Bim Consulting — Building Services Engineers appeared first on Octopus Tech BIM for that reason covers more than just geometry.
The Aircall Engineer Journey: Part IV | Growing
aircall
JANUARY 14, 2022
Welcome to our series about the Aircall engineering journey. I went sailing with the rest of the engineering team. I was promoted from Tech Lead to Engineering Manager. We hope this series has given you a strong sense of what it’s like to work at Aircall’s engineering team.
The Aircall Engineer Journey: Part III | Learning
aircall
JANUARY 7, 2022
Welcome to our series about the Aircall engineering journey. From the perspective of the engineering team, you will need to know the Aircall architecture, components, and tools, so you’ll have to explore our onboarding guidelines and get to know how your team works.
Contact Center Metrics That Matter
Speaker: Nate Brown, Co-Founder, CX Accelerator
How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard. The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX).
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What Is a Customer Success Engineer?
SmartKarrot
MAY 7, 2021
But there is less surety if you have met a Customer Success Engineer (CSE) in the given space. Today, we will learn what a customer success engineer is and what are the skills and responsibilities required to wear the CSE hat. Who is a Customer Success Engineer??.
Most Effective Software Engineering Practices
CSM Magazine
SEPTEMBER 7, 2020
Following this link [link] , you can learn more about software engineering’s most popular practices that are widely used by programmers from all over the globe. Moreover, coding techniques are a common standard among the software engineering community.
Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company
Concentrix
NOVEMBER 22, 2021
The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix.
Engineering Smarter Collaboration with Video
ConvergeOne
MAY 16, 2019
The stakes are high in engineering. You are tasked with driving innovation, but designs must also perform flawlessly in the real world. Collaboration is critical to the process. You must communicate design specifications, work across teams to identify and resolve potential failures, and test your design – all before you can begin product development. Further, you must do it all efficiently and cost effectively. Unified Communications Video
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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analytics engines. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
Improving Customer Service in the Engineering Sector
CSM Magazine
SEPTEMBER 1, 2020
engineering sector is estimated to generate in the region of $236.9 Although customer service may not be the main focus of an engineering concern, it does yield immense power. Engineering companies can obtain customer feedback in a number of ways. The U.S.
In Case You Missed It: Social Engineering
pindrop
APRIL 13, 2020
Last week, Sales Engineers Jay Hart & Dave Dalebroux facilitated an engaging discussion concerning the rise of social engineering, the how and why social engineers are targeting contact centers, and what you can do to address it.
Breakthrough AI engine automates strategic planning!
Waterfield Technologies
MAY 30, 2019
The post Breakthrough AI engine automates strategic planning! Blog AI Engine Contact Center Strategic PlanningRemember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the […]. appeared first on Waterfield Technologies.
The Aircall Engineer Journey: Part I | Joining Aircall
aircall
DECEMBER 27, 2021
Welcome to our series about the Aircall engineering journey. We’re hiring engineers in France, Spain, and the UK. Ok, Aircall is growing exponentially (we’ve doubled in size each year since 2019), so onboarding is a big part of our day-to-day, even for engineering teams.
The Aircall Engineer Journey: Part II | Welcoming You
aircall
JANUARY 3, 2022
Welcome to our series about the Aircall engineering journey. For the engineering team, we take this system a step further and set you up with a buddy on your squad who will help you set up your workspace, install tools and licenses, and more.
What Your Business Needs to Know About Social Engineering Attacks
Nextiva
FEBRUARY 26, 2019
A little dose of social engineering would do. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Even the most secure systems — including blockchains — are prone to breaches. Professional hackers and cyber criminals carry out many of these breaches but you don’t need high-tech skills and equipment to penetrate a computer network.
Transform Your Contact Center into a Revenue Engine: LiveVox Q&A featuring Principal Forrester Analyst Max Ball
LiveVox
DECEMBER 15, 2021
The post Transform Your Contact Center into a Revenue Engine: LiveVox Q&A featuring Principal Forrester Analyst Max Ball appeared first on Livevox.
Why We Created An Engineering Apprentice Program
Guru
SEPTEMBER 26, 2019
Giving First takes many forms , but one that we’re most proud of is creating an engineering apprentice program. One of our core values at Guru is to Give First. While we’ve iterated on our values over time, this one has remained a constant, and for good reason. Instead of giving back once or twice a year, we look at making positive changes to ourselves and our communities as something we should have as a regular part of our work here at Guru.
Quick Principles of Re-engineering a Process in Salesforce
Aria Solutions
JUNE 8, 2020
Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. their acceptance and see if they really do like the re-engineered process.
3 Quick Principles of Re-engineering a Process in Salesforce
Aria Solutions
JUNE 8, 2020
Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time.
Cloud Operations Engineer (Site Reliability Engineer)
Stratifyd
DECEMBER 11, 2018
We are seeking a dynamic team player with an entrepreneurial spirit, curiosity and passion for engineering and the ability to excel in a fast-paced environment to help us build our brand and provide add value. As a Cloud Operations Engineer (Site Reliability Engineer) with Stratifyd, Inc. The Cloud Operations Engineer is able to contribute to solving problems and creating solutions that help us design exciting new technologies that meet our customer needs.
Social engineering: the manipulation of trust
TRUSTID
OCTOBER 7, 2018
The threat of social engineering casts a wide net, as today’s professional attackers are online, on the phone, and are even standing directly across the counter from bank tellers. In the article, “Anatomy of a Social Engineering Attack,” Katherine Abercrombie, Security Consultant at Context Information Security, writes that social engineering is “the clever manipulation of the human tendency of trust.”
Why we need to think of the contact centre as a revenue engine
Eptica
SEPTEMBER 24, 2021
Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine.
What Is Knowledge Engineering and Why Do I Need It for Chatbot Development?
Aspect
MAY 2, 2018
It also has to be engineered to fit different purposes and contexts. However, some general principles for developing bots need to be considered, whether using knowledge engineering or not. The question of when and how to use knowledge engineering can impact each of these steps. In the next section of this post, I will explore the first consideration – understanding the role and objective of the bot – and discuss the knowledge engineering considerations.
Software Engineering Project Manager
Stratifyd
DECEMBER 11, 2018
As a Software Engineering Project Manager with Stratifyd, Inc. you will work closely with the product and core engineering teams to extend our best in business Customer Analytics platform by successfully managing relationships with key stakeholders and ensuring timely delivery of projects. Facilitate technical discussions with the engineering team. Submit resumes to engineering-jobs@stratifyd.com please include in the subject line “Software Engineering Project Manager”.
Backend Software Engineer
Stratifyd
JANUARY 2, 2019
We’re looking for a Backend Software Engineer who is passionate about technology, has experience building scalable and robust solutions and can help set the direction of our framework/platform. You will work with a talented group of engineers, designers and product managers and enable them to build new and innovative features for our AI platform. Submit resumes to engineering-jobs@stratifyd.com please include in the subject line “Backend Software Engineer”.
Position Vacant: Aspect Telephony Systems Engineer
Call Design
NOVEMBER 18, 2019
The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. Location. Sydney. The Role.
Position Vacant: Aspect Telephony Systems Engineer
Call Design
NOVEMBER 18, 2019
The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. Location. Sydney. The Role.
Research Scientist/Engineer
Stratifyd
SEPTEMBER 12, 2018
Open Minded and Self-Motivated Research Scientist/Engineer. Job Description. Product & Publication Track. Designing models for various business intelligence tasks including but not limited in: Numerical and Text Data Regression/Classification. Opinion mining, Sentiment Analysis, User profiling. Topic Modeling, Trend Detection, Time Series Analysis. QA or Information-Seeking System. Recommendation System. Deploying models on stratifyd’s business analytics platform.
How Guru's Engineering Org Creates (and Uses) Guru
Guru
FEBRUARY 2, 2021
When I joined Guru in the fall of 2019, one of the things I wanted to accomplish over the next year was to put our team in a position to support remote/distributed work and culture as we grew. Little did I know what was coming, or how much it would force the conversation on many fronts. Like every other team in the SaaS world (or let’s be honest, in any industry), the past year has looked completely different than what we envisioned at our February 2020 annual kickoff.
Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines
Contact Center Pipeline
MAY 10, 2018
In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the singular source of raw currency and customer intelligence in the digital age. Yet customers are impacted by the resistance to operational investment in the contact center. They are caught within a […]. Customer Intelligence call center contact center CRM customer intelligence customer relationship management ROI value proposition visibility
The history of the search engine: from index cards to the AI chatbot
Inbenta
NOVEMBER 13, 2017
Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google. Before the internet: Searching was far more laborious and in many cases would not even have even taken place before the creation of the search engine. How did people find answers before the internet?
Call Center Fraudsters | Voice Morphing, Social Engineering, and the Need for Authentication
pindrop
MAY 23, 2018
Additionally, social engineering is often added into a fraudster’s mix of techniques as a tactic to help them get around call center agent procedures. In addition to voice morphing, Mr. and Mrs. Smith utilized social engineering – one of the simplest yet most effective fraudster tactics. The post Call Center Fraudsters | Voice Morphing, Social Engineering, and the Need for Authentication appeared first on Pindrop.
Teams Performance is the Engine to Fuel for Greater Results
Integrity Solutions
SEPTEMBER 17, 2019
And teams are the engine that make it all possible. The post Teams Performance is the Engine to Fuel for Greater Results appeared first on Integrity Solutions. With more people working on teams—and with companies relying on teams performance more than ever—they need success tools to help them understand what the team needs not just as individuals but collectively. by Joyce Hames. Successful companies today move quickly.
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