“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.”

“The most significant awards are those that not everyone wins. That means the company that won the award has truly differentiated itself and has earned external validation for its product or service.”

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.”

“At some point in the not too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.”

Thursday, 01 June 2017 00:00

Homeward Bound

“The at-home agent workforce is now mainstream in the global contact center industry and will likely dominate the industry before the end of this decade.”

Tuesday, 30 May 2017 18:34

Communing With Communities

“Having a community in the contact center is an excellent way to help improve communications, deflect calls, locate expertise and resources, improve efficiencies and gain insights about those integrations.”

Saturday, 01 April 2017 13:17

Cool Hand Stew

“Long-term relevance for Aspect was going to mean rethinking the product portfolio, rethinking how our enterprise customers are going to compete to maximize the value of their consumer relationships, and do it in an omnichannel, extreme self-service context.”

Wednesday, 01 February 2017 19:33

Power To The People

“In 2017, workforce issues will need to be considered equally with customer service issues. It’s time to focus on optimizing both the agent experience and the customer experience.”

On January 10, 2017, NICE of Hoboken, NJ introduced Nexidia Analytics, its next generation of Interactions Analytics that is platform-agnostic and brings together both audio and text indexing, search, analysis, and language modeling in a single solution. The shared architecture of Nexidia Analytics eliminates siloed analytics applications and databases for each interaction type. It also offers a single, uniform administration and analysis toolset for all interaction types including calls, chats, e-mails and surveys.

Published in Research Briefs
Monday, 02 January 2017 13:01

A Predilection For Predictive Predictions

“Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.”

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