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WebRTC technology: Real-time Communication Capabilities for Contact centers


Companies and contact centers have been compelled to modify their way of communication as a result of the digital revolution that has been taking place for some years, and the field of telecommunications is no exception! Telephony is a communication technology that is constantly reinventing itself in businesses.

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Episode #20 – Communication Technology Pros and Cons at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology.


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3 Tips to Improve Internal Customer Service Through Technology


Fortunately, technology is transforming tools, such as help desk software, to provide excellent support to external and internal customers. In this blog post, we will discuss three internal customer service tips using technology; but first, let’s look at a general view of how internal customer service.

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Guest Post: 2023 Top 5 Unified Communications Predictions


This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Top 5 UC Predictions for 2023.

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From Single Channel to Omnichannel

Speaker: Tom Vander Well, President & CEO, Intelligentics

Technology is allowing for a growing number of communication channels between businesses and their customers. As businesses contemplate the various options available, questions naturally arise about the pros and cons of various communication channels, the costs involved, and whether customers will use them. And there’s the rub.

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Using Artificial Intelligence (AI) to improve Customer Behavior Modeling Technologies


Brands who rely only on your past RFM data will have a hard time getting your habits right, and their communication with you is likely to be so off the mark that you will cut off your relationship with them completely. The post Using Artificial Intelligence (AI) to improve Customer Behavior Modeling Technologies appeared first on Optimove.

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How Current Customer Service Technology Is Shaping the Future of Customer Communication


The good news is we live in an age of futuristic customer service technology. Tools like video communication, artificial intelligence, and self-service portals can help you to provide an amazing experience to your customers. Read on to learn how technology is changing the customer service industry. talk to an expert today.

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Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of

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Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

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Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of

What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. How to improve agent performance and manage their expectations.

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Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. And smooth communications with operations staff and accountability to plan become your daily reality.

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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

This means you can’t afford to put your customers on hold for long or deliver poor communication. Customer service technology has largely been the same for decades. But are your contact center practices able to grow with a customer’s experience? And are you ready to apply automation in the most efficient way?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.