IBM watsonx Assistant June 23, 2021

Contact center optimization helps keep classrooms open

4 min read - In the early summer of 2020, we at the Rhode Island Department of Health (RIDOH) had a lot to be proud of. Just a few months earlier, in March, my team in epidemiological operations (Epi-Ops) witnessed the full-on assault of…

Business transformation August 20, 2020

10 minutes to a more flexible contact center

3 min read - In contact centers around the world, change has been the constant of 2020. Agents have largely shifted to remote workstations, virtual agents are being deployed to keep up with customer inquiries, and businesses are making tough decisions to combat disrupted…

Analytics June 23, 2020

Data quality: The key to building a modern and cost-effective data warehouse

3 min read - Turning raw data into improved business performance is a multilayered problem, but it doesn’t have to be complicated. To make things simpler, let’s start at the end and work backwards. Ultimately, the goal is to make better decisions during the…

Artificial intelligence August 7, 2019

How to increase customer satisfaction with artificial intelligence in your contact center

4 min read - 81% of customers are willing to leave a brand after a single bad experience. The good news is 77% of customers have improved perceptions of a business after chatting with them online. Learn more about the evolution of contact centers.

Business transformation May 14, 2019

Been there, automated that – Enghouse Interactive reimagines call center automation

6 min read - If you told an 8-year-old me that he’d grow up to loathe having conversations with robots, he would have said that was an impossibility. Like the flying car, chatting with machines was supposed to be a signal that yes, we…