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Contact Center Solutions Week in Review: Genesys, Avaya, Apple & More

July 15, 2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omnichannel contact center solutions, the space is chock full of innovation pushing the capability of the contact center to deliver on the expectations of even the most demanding customer. And, with the weekend upon us, there’s no better time than the present to take a look back at the week that was in contact center solutions news: Time for the Week in Review!


The CX gap is a larger issue than many realize. Defined, it is when service delivery mechanisms fail in meeting customers’ baseline expectations or needs. Product Solutions and Marketing Director at Genesys Remy Claret blames much of today’s innovation for widening the gap. Claret’s complete insight and analysis is HERE.

A hot topic of recent times is chatbots. From questions of capability to taking over human jobs, but the truth, according to the Aspect Agent Experience Index, is far more positive. According to the contact center solutions firm, opportunities arise when agents and chatbots work together. Joe Gagnon, Aspect Chief Customer Officer, noted, “Over half of the agents we surveyed (57 percent) feel they have a better chance of moving up in the organization if they can demonstrate more subject matter expertise. So when chatbots take over ‘easy-question’ management, they satisfy the interaction preferences of customers and at the same time engage and enlighten the employee. It’s truly a better-together solution.” Find out how HERE.

Apple in the contact center? TMC’s Paula Bernier says YES! According to reports, Apple is in the midst of developing a strategy to dive head first into the space. “With Business Chat, Apple will provide businesses with a text-based method for communicating and engaging with customers through their contact center or CRM systems,” noted Michael F. Finneran president of advisory firm dBrn Associates Inc. Bernier’s complete commentary is HERE.

Avaya has long been dabbling in cloud based contact center solutions, and recently the firm allowed the public a look behind the curtain at its latest and greatest solution. As Paula Bernier explains, the solution “provides some pretty interesting and forward-looking capabilities.” Bernier takes you behind the scenes HERE.

Remember to stop by early and often for all things contact center solutions! See you next week!



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