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.”

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 July 20, 2016, Verint® Systems of Melville, NY, announced Verint Robotic Process Automation™, the company’s entrée into the use of software robots to automate, manage and execute high volumes of routine tasks in the contact center and back office, which shape the customer experience. Organizations deploying Verint Robotic Process Automation can significantly reduce manual processing of repetitive and routine tasks, improving the quality and consistency of transactions while freeing employees to address higher-value customer-facing activities.

Published in Research Briefs