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. Real time, automated QA - recording engine.

Engineering 127

Engineering Analytics Sales Management 127

Cisco - Contact Center

OCTOBER 11, 2023

In recent years, social engineering attacks have become increasingly prevalent and sophisticated. These attacks use psychological and pressure manipulation to trick individuals into divulging… Read more on Cisco Blogs

Engineering 92

Engineering 92

AWS Machine Learning

NOVEMBER 15, 2023

Prompt engineering has become an essential skill for anyone working with large language models (LLMs) to generate high-quality and relevant texts. Although text prompt engineering has been widely discussed, visual prompt engineering is an emerging field that requires attention.

Engineering 92

Engineering APIs Automotive Entertainment 92

Cisco - Contact Center

MAY 11, 2023

Co-authored by Oliver Tuszik , SVP of Global Partner Sales and GM Routes to Market Behind every great Cisco solution are the greatest engineers in the world. Among them are 22 Cisco Partner… Read more on Cisco Blogs

Engineering 85

Engineering Sales Marketing 85

AWS Machine Learning

MAY 3, 2023

One aspect of this data preparation is feature engineering. Feature engineering refers to the process where relevant variables are identified, selected, and manipulated to transform the raw data into more useful and usable forms for use with the ML algorithm used to train a model and perform inference against it.

Engineering 72

Engineering Metrics APIs Big data 72

Cisco - Contact Center

FEBRUARY 27, 2024

Artificial intelligence (AI) has become a common buzzword, especially with the rise of Generative AI (GenAI) tools like ChatGPT, which can create entirely new data and human-like content. However, AI… Read more on Cisco Blogs

Engineering 101

Engineering 101

Cisco - Contact Center

MARCH 27, 2024

In my last blog , I shared the progress we’re making toward building the Cisco Security Cloud , an open, integrated security platform capable of tackling the rigors of securing highly distributed, m… Read more on Cisco Blogs

Engineering 70

Engineering 70

24-7 InTouch

DECEMBER 27, 2023

Here are just some of the results: 42% decrease in guest no-shows due to expired licenses Significant improvement in DSAT rates 100% process improvement post implementation The post Engineering Change for Car-Sharing App With Strategic Sprint appeared first on IntouchCX.

Engineering 52

Engineering Technology Customer Experience 52

Concentrix

NOVEMBER 22, 2021

The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix. This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences.

Engineering 133

Engineering Customer Experience 133

Cisco - Contact Center

APRIL 16, 2024

World Creativity & Innovation Week annually celebrates problem-solving within the realms of economic, social, and sustainable development. It provides an ideal platform to showcase Cisco’s Global P… Read more on Cisco Blogs

Engineering 69

Engineering 69

LiveVox

AUGUST 10, 2023

What do race car drivers and solution engineers have in common? Paula Morton, VP of Sales Engineering at LiveVox and vintage motorsport aficionado, can explain the overlap pretty eloquently.

Engineering 70

Engineering Sales Customer Experience 70

CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

Engineering 52

Engineering CRM Finance Accountability 52

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “BigChange has given me this and more,” he continued.

Engineering 52

Engineering Management Finance CRM 52

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. ” About 4 Roads.

Engineering 98

Engineering Technology Self service Chatbots 98

Cisco - Contact Center

APRIL 19, 2023

Building a strong cybersecurity system is like crafting a high-performance sports car. Just as a car designed for speed requires a specific configuration to achieve its goal, a top-tier security… Read more on Cisco Blogs

Engineering 94

Engineering 94

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. See our current openings. . Interactive courses. The ceremonies.

Engineering 62

Engineering Management 62

aircall

DECEMBER 27, 2021

Welcome to our series about the Aircall engineering journey. We’re hiring engineers in France, Spain, and the UK. ” So if you want to know what your life as an engineer at Aircall will look like from your very first day to the end of your first year, we created this series for you. See our current openings. .

Engineering 62

Engineering Technology Management 62

Talkdesk

SEPTEMBER 10, 2020

The post Is social engineering damaging your contact center? By their nature, contact centers aim at keeping the customer engaged and satisfied at all times, which sometimes can cause dangerous breaches along the way. appeared first on Talkdesk.

Engineering 109

Engineering Contact Center At home agents Call Center 109

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. See our current openings. . In this post, I’ll prep you for your first day in Aircall.

Engineering 62

Engineering Personalization Management 62

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. Published on: September 24, 2021. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre.

Engineering 123

Engineering Best practices Management Customer Service 123

Cisco - Contact Center

JANUARY 29, 2024

As we stride confidently into 2024, Cisco’s commitment to fostering a mutually beneficial partnership with our esteemed global partners remains unwavering. The past year witnessed the remarkable p… Read more on Cisco Blogs

Engineering 52

Engineering 52

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.

Engineering 62

Engineering Marketing 62

Nuance

FEBRUARY 10, 2022

The post How our engineers are creating an automation Center of Excellence appeared first on What’s next. If you’re not a Nuance customer, you may never have heard about our India-based Service Reliability Center (SRC)—but it’s the driving force behind exceptional customer experiences at organizations all over the globe. This is a summary.

Engineering 85

Engineering Customer Experience 85

AWS Machine Learning

MAY 5, 2023

To address the problems associated with complex searches, this post describes in detail how you can achieve a search engine that is capable of searching for complex images by integrating Amazon Kendra and Amazon Rekognition. Users may have to manually filter out unsuitable image results when dealing with complex searches.

Engineering 101

Engineering APIs Scripts Enterprise 101

CSM Magazine

OCTOBER 14, 2022

A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making. Decision engines use data and analytics to identify the best course of action in a situation. How Does a Decision Engine Work? A decision engine is a piece of software that makes decisions based on data.

Engineering 52

Engineering Service level Customer Service Wait times 52

Contact Center Pipeline

MARCH 8, 2018

Imagine 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.

Contact Center 268

Contact Center Engineering Accountability Call Center 268

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. So if you are a newbie in this niche, you need to learn everything about them.

Engineering 52

Engineering Coaching 52

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. Although customer service may not be the main focus of an engineering concern, it does yield immense power. Bridge the communication gap.

Engineering 52

Engineering Customer Service Feedback Surveys 52

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. Much like “save early and save often”, proactively keep tabs on how a re-engineered process is received by users. Demo early, demo often.

Engineering 62

Engineering APIs Consulting Consulting 62

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. How social engineers are using the information they gather online to attack you .

Engineering 52

Engineering Interactive Voice Response Call Center Contact Center 52

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. We learn this lesson from ancient history to the latest […].

Engineering 92

Engineering voip Sales Marketing 92

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. Much like “save early and save often”, proactively keep tabs on how a re-engineered process is received by users. Demo early, demo often.

Engineering 62

Engineering APIs Consulting Consulting 62

5CA

JULY 26, 2023

Hackers are using diverse techniques to target the gaming ecosystems and their players. Read these strategies to build robust defences!

Engineering 52

Engineering 52