Do you need a call recorder or a recording engine?

Callminer

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

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Contact Center Pipeline

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.

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Call Recorder or Recording Engine? Which do you Need?

OrecX

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.

Upskilling Test Engineers for Chatbot Projects

Cyara

This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. With Botium , we are currently defining the industry standard for testing chatbots.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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 Engineering Teams Use Guru

Guru

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.

Is social engineering damaging your contact center?

Talkdesk

The post Is social engineering damaging your contact center? Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety.

How our engineers are creating an automation Center of Excellence

Nuance

The post How our engineers are creating an automation Center of Excellence appeared first on What’s next.

All about Bim Consulting — Building Services Engineers

OctopusTech

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.

Most Effective Software Engineering Practices

CSM Magazine

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.

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).

4 Roads Transforms Knowledge Sharing Capabilities for Institution of Engineering and Technology (IET) 

CSM Magazine

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.

The Aircall Engineer Journey: Part IV | Growing

aircall

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

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.

Accelerate your career with ML skills through the AWS Machine Learning Engineer Scholarship

AWS Machine Learning

Amazon Web Services and Udacity are partnering to offer free services to educate developers of all skill levels on machine learning (ML) concepts with the AWS Machine Learning Engineer Scholarship program. AWS Machine Learning Engineer Scholarship winners announced.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

analytics engines. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Engineering Smarter Collaboration with Video

ConvergeOne

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

Improving Customer Service in the Engineering Sector

CSM Magazine

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.

Breakthrough AI engine automates strategic planning!

Waterfield Technologies

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.

In Case You Missed It: Social Engineering

pindrop

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.

Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company

Concentrix

The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix.

What Your Business Needs to Know About Social Engineering Attacks

Nextiva

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.

The Aircall Engineer Journey: Part I | Joining Aircall

aircall

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.

Why We Created An Engineering Apprentice Program

Guru

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.

The Aircall Engineer Journey: Part II | Welcoming You

aircall

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.

Teams Performance is the Engine to Fuel for Greater Results

Integrity Solutions

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.

Quick Principles of Re-engineering a Process in Salesforce

Aria Solutions

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.

Feature engineering at scale for healthcare and life sciences with Amazon SageMaker Data Wrangler

AWS Machine Learning

In a typical ML lifecycle, data engineers and scientists spend the majority of their time on the data preparation and feature engineering steps before even getting started with the process of model building and training.

3 Quick Principles of Re-engineering a Process in Salesforce

Aria Solutions

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

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

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.”

Transform Your Contact Center into a Revenue Engine: LiveVox Q&A featuring Principal Forrester Analyst Max Ball

LiveVox

The post Transform Your Contact Center into a Revenue Engine: LiveVox Q&A featuring Principal Forrester Analyst Max Ball appeared first on Livevox.

What Is Knowledge Engineering and Why Do I Need It for Chatbot Development?

Aspect

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.

Why we need to think of the contact centre as a revenue engine

Eptica

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine.

Software Engineering Project Manager

Stratifyd

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

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

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

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

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.

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

Contact Center Pipeline

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