The demand for digital self-service coupled with immersive, interactive experiences is growing. It led OpenTextTM to embark on a modernization program to transform its approach…

Are your telephone lines plain and old? The era of POTS (Plain Old Telephone Service) analog lines is coming to an end. Many organizations need…

Call centers often face the challenge of increasing the number of interactions while keeping agent staffing at current levels. This situation calls for a revolutionary…

Here’s a Jeopardy question for you: “Concerns not being acted upon, wrong person at the wrong meeting, no direct access and a lack of message…

Mobile apps, artificial intelligence and advanced analytics are just some of the innovations shaking up the landscape for global insurers to help them meet the…

By prioritizing enhancement of the agent experience, call centers can unlock their potential to deliver outstanding customer service, drive sales, and achieve revenue growth. This…

Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced organizations, it becomes very challenging…

In today’s demanding business environment, contact center agents need to be highly effective and efficient to handle customer interactions. As customer expectations continue to rise,…

Experience is the new economic battleground. Business used to be largely won on product and price. But more and more consumers are choosing to stay…

In the modern era of intense business competition, ensuring outstanding customer experiences has become crucial for long-term prosperity. The primary task at hand is to…

End of life, performance issues, compliance concerns, lack of cloud roadmap. Has your customer communications management (CCM) solution reached the end of the road? If…

Many Utilities now realize that a poor customer experience (CX) can put their organizations at risk, whether it’s reputational risk, or regulatory, financial or compliance…