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Last week, we explored texting within the contact center realm. As texting becomes more prevalent in the contact center, there will be a lot of interesting use cases for expanding text as a customer service avenue. These use cases will be similar to many years ago when the “call” center transformed...

I’ve periodically written about the changing contact center, from speech analytics to WebRTC multiple times . Another interesting trend emerging is the use of text for the contact center. It’s kind of old school, but text is an efficient and direct way to get information to a customer. ...

While WebRTC seems to be emerging as an enterprise play, because of it’s contact center enhancement capability , I’ve been asked more than a few times why WebRTC might be good for service providers or carriers. This is an especially important question with Mobile World Congress looming. In...

I was reading an article titled, “How WebRTC can serve the Enterprise” but when I originally saw the headline I thought it read “How WebRTC can SAVE the Enterprise.” So I was like “wow, that’s an interesting thought” because I didn’t know the Enterprise...

I was recently asked to talk to some of our many contact center customers about the new contact center trends. It struck me that all the trends I’ve seen over the years all pivot around one theme – how to both improve customer service yet also decrease costs. This is not an easy thing to...

Last week, I introduced some cool goings on in the contact center , such as cloud, smartphones and video. This week, I’ll finish my thoughts about how the contact center will continue to morph. Integration of social media is also becoming more critical. If there’s outrage over a product...

Have you ever been on hold with a customer service representative and had to be transferred to someone else and then your call dropped? You know how frustrating that can be. The brand’s image is left tarnished and no one is happy – especially the customer. With everyone moving to the cloud...

“The contact center use case looks like a natural for WebRTC, but how will that work?” From our company’s viewpoint, implementing many of the WebRTC use cases in the modern contact center is a matter of normalizing the media and signaling streams between systems to interface...