PureCloud

Implementation and the eFinancial Customer Experience Transformation

When leading direct-to-consumer life insurance provider eFinancial wanted to get an edge over the competition, it was time for a...

Unveiling the Magic of Scalability in the Cloud

We’ve all played the game: You look at the sky and try to make meaning of the random shapes in the clouds. And yet, these...

Connect Your Cloud Contact Center to Private Data and Services

Customers in today’s hyperconnected world want to easily communicate with different channels, including phone, Facebook, mail,...

CX Heroes: A Year in Review

Most of the experiences you’ve had with customer service probably have been unremarkable. But, every once in a while, you have...

Don’t Struggle Through Cloud Call Center FOMO

FOMO — fear of missing out — can strike at any time, even in the call center. You’ve read the reports and case studies...

Foundational Routing: Applying Routing Best Practices

Modernizing your contact center routing requires some thought and planning. After you’ve gained an understanding of common...

Make a CRM System and Cloud the Heart and Soul of Customer Experience

If your contact center solution is the heart of your customer service at scale, your customer relationship management, or CRM,...

Seasonal Demands Require Scalability and the Human Touch

When we talk about contact center scalability, we tend to focus on the automation of the underlying technology. However, the...

AI Ethics: One Year Later

The rise of artificial intelligence (AI) in the customer experience space was — and still is — raising new ethical questions...

How Cloud Improves Customer Service in Mid-Sized Contact Centers

The holiday season and the close of one year brings on thoughts of a new start in the year ahead. It’s a time to reflect on...

Holiday Reading List to Guide Your CX Transformation in 2020

It’s the time of year when we think about transitions: As we pull out our new calendars, we dream about how our lives will...

Take an Agile, Phased Approach to Customer Experience Technology

It can be tempting to boil the ocean when deploying new technology to improve your customer experience. Companies might think,...

‘Tis the Season to Be a Scalable Contact Center

Remember when Black Friday was actually on Friday? I do — and I remember my local Walmart setting up for purchased returns...

The Not-So-Scary Way to Level Up Your Contact Center

Identifying the need to upgrade your contact center is the easy part. Researching and selecting the best provider for your...

Imagine if… You could train and onboard agents 87% faster with cloud

Imagine being able to mobilize your business for rapid expansion, so you could onboard agents, target new markets, and build...