Setting the stage for smarter contact center operations. Once, Artificial Intelligence (AI) was not really a consideration. It now permeates every aspect of how a company should select its contact center partner. In March 2023, Forrester Research published research on…
Adopting cutting-edge technologies to strengthen CX. Contact center technology has been pushing the envelope for decades. Many technological solutions have emerged from this interface between brands and customers. It has become an excellent testing ground for new ideas. Just look…
Contact centers used to focus simply on answering voice calls. The shift in contact center operations has significantly impacted information security. Previously, controlling access was relatively straightforward, as all users were physically located within the contact center. User accounts were…