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October 15, 2020
What is a Virtual Assistant?

In today’s world of technology-driven customer experience, consumers almost universally expect the companies they do business with to offer service in a wide variety of fashions, and across a multitude of channels. But simply offering up requisite customer service for a product doesn’t go nearly far enough these days. With technology, businesses have the ability […]

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October 1, 2020
Contact Centers in a Virtual World

Monitor your virtual workspaces. If you could hit the rewind button to one year ago, the world would look a lot different. Since the COVID-19 pandemic, businesses have had to find and adjust to a new norm.  Masks, social distancing, and virtual offices have become commonplace.  As a result, most organizations have had to move […]

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September 29, 2020
What's new with Amazon Connect?

Keeping up with all of the new features that are constantly being released within the AWS ecosystem is next to impossible. However, keeping up with all of the Amazon announcements that affect just Amazon Connect is much more doable. That’s why we’ve rounded up the most important updates from Connect in the last couple months […]

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September 11, 2020
Cloud Business Intelligence

How can companies enhance their business intelligence with AWS? Business Intelligence (BI) is defined as the strategies and technologies used by enterprises for the data analysis of business information. For most, if not every enterprise organization, BI has become a technical necessity. The power of analyzing data to provide actionable information for executives, managers, and […]

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August 17, 2020
How to migrate to Amazon Connect

Amazon Connect, a Contact Center as a Service (CCaaS) platform offered by AWS has generated plenty of buzz since its launch in 2017. Initially viewed by many in the industry as an intriguing experiment, Connect has suddenly found itself in the spotlight amidst the worst global pandemic in over a century. The surprising finding which […]

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August 9, 2020
Future-proof your Contact Center

If you’ve been paying attention to the hype these past few years you’ve certainly noticed that everything is about artificial intelligence, automation and bots nowadays.  These terms all sound advanced and futuristic, but what do they all really mean?  Can a company really deflect 50% of their inbound calls by just deploying bots?  Is it […]

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August 3, 2020
What's new with Amazon Connect?

Keeping up with all of the new features that are constantly being released within the AWS ecosystem is next to impossible. However, keeping up with all of the Amazon announcements that affect just Amazon Connect is much more doable. That’s why we’ve rounded up the latest from Connect in the month of July 2020 and […]

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July 26, 2020
The Total Economic Impact of Amazon Connect

In 2020 Amazon Web Services commissioned Forrester Research to conduct a Total Economic Impact (TEI) study of Amazon Connect and examine the potential return on investment (ROI) enterprises may realize by deploying Amazon Connect in their contact centers. Through a series of customer interviews and data aggregation, Forrester concluded that the three-year financial impact of […]

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July 19, 2020
Can you reduce your contact volume by 50%?

Often times in the world of customer experience we see organizations implement technologies and processes to merely survive the current operational state.  The problem with this strategy is that managers and directors have very little time left over to plan for innovation.  Conversations in planning meetings often include phrases like “if only we had bots, […]

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July 16, 2020
The holistic CX View – Deflect, Optimize, Automate, and Analyze

If you don’t look at your contact center issues as an entire solution, you’ll just end up solving one issue and never get to the root of the problem. Yes, that one solution may help you at that time but other problems will surface and you’ll never get ahead. You need to evaluate each phase of your operation and look at where problems are surfacing and dive deep into those areas.

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