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2017 Contact Center Trends Part 2: Video, IoT and Escalation

Mar 16, 2017 6:00:00 AM

Introduction

Last month we discussed the top four trends for 2017. We are now expanding our list of trends to include a few more important topics to be aware of this year.

What the AWS S3 Outage Tells Us: Business Continuity in The Cloud

Mar 8, 2017 8:29:58 AM

Last Tuesday, AWS S3 storage component went down for several hours and created outages for many cloud businesses using AWS. The outage was caused by human error, when an engineer mistakenly took down a larger set of servers than was scheduled....

Travel Chatbot AI Improves Customer Experience and Increases  Conversions

Mar 3, 2017 6:00:00 AM

Alterra.ai, a startup out of Palo Alto, CA, has developed deep learning technology for building conversational virtual agents powered by artificial neural networks. With this deep learning technology they created the first ever virtual travel...

Featured Partner Blog: Must Have Features for Business Process Outsourcers

Feb 17, 2017 8:00:00 AM

As consumer wants, expectations, buying behaviors and communication preferences evolve, companies are looking to their business process outsourcers (BPOs) to provide modern solutions to meet these demands. The age of call centers housed in...

Omnichannel Customer Experience without the Typical Complexity

Feb 14, 2017 4:00:00 AM

When reading a recent article on eero, the world’s best-reviewed WiFi system, we came across the great quote "We did anything we could to rip out the complexity and give you an experience that just works."

There are many examples of complexity in...

Chatbots with Human Assistance are Transforming Customer Service

Feb 2, 2017 6:00:00 AM

Artificial Intelligence (AI) and Chatbots are no longer a trend of the future - they are here, and they work well. Many successful chatbots already exist for news outlets, fashion lines, banks and other industries. Bright Pattern’s customers...

2017 Contact Center Trends Part 1: Omnichannel, Artificial Intelligence and Bots

Jan 30, 2017 6:00:00 AM

60% of consumers have higher expectations for customer service now than they did just one year ago, (Global State of Multichannel Customer Service Report) and the contact center is now being recognized as a true asset to companies instead of just...

How Far Can a Customer Service Chatbot Go?

Jan 13, 2017 6:00:00 AM

Getting a matching hair dye is not easy, so when I heard about Madison Reed at-home coloring kits I was genuinely interested to try it.

Keep Customer Conversations Rolling Along with SMS in Your Contact Center

Jan 10, 2017 6:00:00 AM

A few decades ago, when contact centers were relatively new and CRM systems were in their developmental stages, customer service agents only had a select number of ways to communicate with customers.

VDI Glossary: Understanding Key Terms for Virtual Desktops

Dec 14, 2016 6:00:00 AM

As virtual desktops and desktops-as-a-service continue to mature, understanding the different approaches and service offerings (and the terms used to describe them) will be key to selecting and implementing the best approach for your unique needs.

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