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Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic...

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid...

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying...

Engineering new premium audio applications for the future of unified communications. Director of Research and Development Jesper Kock explained how headsets have emerged as a key technical and personal interface in unified communications environments. Jesper...

If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your...

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we are still some ways off from having animatronic co-workers and...

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think...

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do one thing well. InGenius concentrates 100% on computer telephony integration (CTI),...

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings...

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed to foster collaboration. Yet it often comes at the cost...

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless...

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. 8x8 and Aryaka cloud-based services deliver the flexibility, simplicity, and scalability of the SaaS cloud consumption model, and Aryaka’s global footprint...

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution...

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to...

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent....

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this always had been the case with millennials and...

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology, including multiple CCaaS (Contact Center as a Service) solutions. I’ve...

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in which players are locked in a room for one hour...

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease of use and powerful capabilities, the cloud is proving you...

InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems into Salesforce and Microsoft Dynamics CRM, to empower sales and...