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Customer Experience
Genesys Delivers Predictive RoutingGenesys Delivers Predictive Routing

Fleshes out its Blended AI strategy with machine learning-based routing for customer-agent interactions.

byMichelle Burbick
May 1, 2018
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1 Min Read
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Virtual Agents
Citibot Razing Walls Between Cities & CitizensCitibot Razing Walls Between Cities & Citizens
byBeth Schultz
May 1, 2018
1 Min Read
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Customer Experience
Afiniti CEO: Serial Entrepreneur Tackles AIAfiniti CEO: Serial Entrepreneur Tackles AI
bySheila McGee-Smith
Apr 30, 2018
1 Min Read
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Customer Experience
Phone Is King for Customer ExperiencePhone Is King for Customer Experience
byBlair Pleasant
Apr 24, 2018
1 Min Read
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Customer Experience
NLP in Your Contact Center: What You Need to KnowNLP in Your Contact Center: What You Need to Know
byChris Vitek
Apr 19, 2018
1 Min Read
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Customer Experience
Silos Be Gone: Contact Center & UC as OneSilos Be Gone: Contact Center & UC as One
Apr 16, 2018
1 Min Read
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Contact Centers
AI in Your Contact Center: Understanding the Basics
AI in Your Contact Center: Understanding the Basics
Apr 10, 2018
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1 Min Read
byChris Vitek
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Contact Centers
Call Center Head-Scratcher: Dynamic Agent Selection
Call Center Head-Scratcher: Dynamic Agent Selection
Apr 3, 2018
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1 Min Read
byTerry Slattery
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Customer Experience
Chasing the Perfect Customer Experience
Chasing the Perfect Customer Experience
Mar 21, 2018
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1 Min Read
byJ.R. Simmons
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Contact Centers
We Never Talk Anymore
We Never Talk Anymore
Mar 20, 2018
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1 Min Read
byTom Nolle
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Contact Centers
Twilio to Launch 'Flex' Contact Center Solution
Twilio to Launch 'Flex' Contact Center Solution
Mar 12, 2018
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1 Min Read
bySheila McGee-Smith
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Contact Centers
8x8 to Offer Blended UC, Contact Center
8x8 to Offer Blended UC, Contact Center
Mar 12, 2018
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1 Min Read
byBeth Schultz
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Customer Experience
Avaya Creates Unique Mobile CX Solution
Avaya Creates Unique Mobile CX Solution
Mar 11, 2018
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1 Min Read
bySheila McGee-Smith
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Ccaas
Five9: Rites of Passage
Five9: Rites of Passage
Mar 6, 2018
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1 Min Read
bySheila McGee-Smith
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Virtual Agents
Can You Trust Intelligent Virtual Assistants?
Can You Trust Intelligent Virtual Assistants?
Feb 23, 2018
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1 Min Read
byGary Audin
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Customer Experience
LogMeIn Goes 'Bold' with AI
LogMeIn Goes 'Bold' with AI
Feb 21, 2018
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1 Min Read
byMichelle Burbick
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CRM
Contact Center & CRM: Set on Convergent Course
Contact Center & CRM: Set on Convergent Course
Feb 21, 2018
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1 Min Read
bySheila McGee-Smith
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Customer Experience
LogMeIn & Jive: More Good to Come
LogMeIn & Jive: More Good to Come
Feb 16, 2018
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1 Min Read
byMatt Brunk
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Customer Experience
Text: The Hottest Mobile Topic at EC18?
Text: The Hottest Mobile Topic at EC18?
Feb 13, 2018
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1 Min Read
byMichael Finneran
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Ccaas
CoreDial Buys Voice4Net to Up Contact Center Game
CoreDial Buys Voice4Net to Up Contact Center Game
Feb 12, 2018
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1 Min Read
bySheila McGee-Smith
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Customer Experience
UC Times They Are A-Changin'
UC Times They Are A-Changin'
Feb 6, 2018
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1 Min Read
byDanny Windham
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Customer Experience
Avaya Updates Contact Center, UC Portfolios
Avaya Updates Contact Center, UC Portfolios
Jan 31, 2018
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1 Min Read
byBeth Schultz
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Customer Experience
Avaya Users: From Contingencies to Strategic Planning
Avaya Users: From Contingencies to Strategic Planning
Jan 26, 2018
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1 Min Read
byStephen Leaden
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Customer Experience
What's in Your SLA?
What's in Your SLA?
Jan 24, 2018
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1 Min Read
byBrent Kelly
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Customer Experience
7 Deadly Omnichannel Sins Killing Customer Service
7 Deadly Omnichannel Sins Killing Customer Service
Jan 4, 2018
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1 Min Read
byMurph Krajewski
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Customer Experience
Hosted PBX Churn: 'Infinitesimal' Among Enterprises
Hosted PBX Churn: 'Infinitesimal' Among Enterprises
Jan 3, 2018
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1 Min Read
byJohn Malone
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Contact Centers
Top Contact Center Stories of 2017 (1)
Top Contact Center Stories of 2017
Jan 3, 2018
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1 Min Read
bySheila McGee-Smith
Top Contact Center Stories of 2017
Contact Centers
Top Contact Center Stories of 2017
Top Contact Center Stories of 2017
Jan 3, 2018
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12 Slides
bySheila McGee-Smith
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Contact Centers
What Will Our Machines Talk About?
What Will Our Machines Talk About?
Dec 28, 2017
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1 Min Read
byTom Nolle
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Contact Centers
How Best to Empower Today's Contact Center Agents
How Best to Empower Today's Contact Center Agents
Dec 28, 2017
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1 Min Read
byDon Berryman
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Contact Centers
Reporting Key for Proper Contact Center Design
Reporting Key for Proper Contact Center Design
Dec 26, 2017
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1 Min Read
byMartin Tracey
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Contact Centers
GDPR: What U.S. Contact Centers Need to Know
GDPR: What U.S. Contact Centers Need to Know
Dec 19, 2017
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1 Min Read
byShawn Scott
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Contact Centers
Forecast: Death of the CLI
Forecast: Death of the CLI
Dec 12, 2017
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1 Min Read
byTerry Slattery
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Contact Centers
What's All This Talk About Huddle Rooms?
What's All This Talk About Huddle Rooms?
Dec 11, 2017
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1 Min Read
byDave Michels
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Contact Centers
My Machine Will Call Your Machine?
My Machine Will Call Your Machine?
Nov 27, 2017
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1 Min Read
byTom Nolle

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How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
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How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
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How Talkdesk Delivers for Vertical Industries
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How Talkdesk Delivers for Vertical Industries
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How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
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