- Posted by: Donna Penwell
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We can’t wait to kick off the 2019 year with you at the Avaya ENGAGE show this coming January 20 – 23. We are looking forward to connecting with you and sharing the vast portfolio of solutions and services that span Avaya Contact Centers, IVR,CTI, ACD, AI, multimedia, mobile applications and so much more. We are focused on delivering contact center solutions and services that drive transformation and exceptional customer experiences.
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Contact Centers have always depended on automation – Interactive Voice Response (IVR)is an integral part of a contact center’s day to day operation. That automation is getting even bigger and better with the addition of chatbots. Each day, as is with all things related to AI, the technology surrounding chatbots is getting better as […]
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There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. […]
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- Posted by: Donna Penwell
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What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is […]
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- Posted by: Donna Penwell
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People use Artificial Intelligence (AI) more than ever to do things like verbally place orders for goods and services or ask for directions to a place they’re unfamiliar with. With the introduction of devices like Alexa and Google Home, we’re seeing the commercial use of artificial intelligence more and more. AI also continues to transform […]
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- Posted by: Donna Penwell
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Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a PCI secure payment environment for processing, storing, and transmitting credit […]
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- Posted by: Donna Penwell
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The phrase “customer service” is rarely being used anymore. Instead, consumers everywhere have upped their game and demanded something even better – a “customer experience”. What does that even mean? Well, it’s kind of like customer service but on steroids. Substantiated by research and behaviors, businesses are giving these attention-loving consumers exactly what they’re asking […]
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- Posted by: Donna Penwell
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Any chance you remember the last time you had a really horrible customer experience? Maybe it was pretty recent and you just got hair-raising chills going back to that moment. Ok, so stop there. Now, on a happier note, are you able to remember a blow-your-socks-off great customer experience? Perhaps it was in a store. […]
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- Posted by: Donna Penwell
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Technology has never been so integrated into our daily lives. Look around you…how many internet-connected devices are within arm’s reach? These devices are only going to become more important with each passing day. So yes, let’s start stocking up on the power strips now! As we rely on our devices for our everyday needs, the […]
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- Posted by: Donna Penwell
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Clearly, there are opportunities to increase automation and provide higher quality and more life-like self-service solutions for IVR, text and chat interactions. But in all cases, there is still a person involved in the process – the end customer. For Chrysalis, Artificial Intelligence (AI) is all about people. AI is becoming the new consumer expectation. […]
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