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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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July 12, 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 June 2020 and […]

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July 9, 2020
The New Age of Customer Experience – Cloud Contact Centers

Contact centers have been an important fixture in global business since the 1960’s and continue to impact how companies engage with their customers today.  My first experience with contact centers was in the early 2000’s with a business process outsourcing company in Sandy, Utah called Affiliated Computer Services.  ACS was like all other call centers […]

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July 5, 2020
Amazon Connect for Business Continuity and Disaster Recovery

The concept of business continuity is defined as an organization’s ability to ensure operations and core business functions are not severely impacted by a disaster or unplanned incident that take critical systems offline. Conversely, Disaster Recovery is the process of getting all important IT infrastructure and operations up and running following an outage. To be […]

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June 29, 2020
Introducing SalesForce Service Cloud Voice

Let’s talk about SalesForce Service Cloud Voice for a second Full Disclosure: As of the publishing of this blog, I have not yet actually experienced a live hands-on demo with this product. What has been painfully true for Amazon Connect followers since the CCaaS platform was launched in March 2017 is the fact that a […]

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May 21, 2020
Top Benefits of a Cloud-Based Contact Center

As we settle into a post-COVID era of remote work and increased online communications, many companies are exploring ways to keep their business running smoothly and efficiently. Because most non-essential workplaces have sent their employees home in accordance with social distancing guidelines, traditional legacy call centers are no longer a viable option. But how can […]

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May 21, 2020
Expert Systems in Artificial Intelligence (AI)

As companies become more comfortable with adopting artificial intelligence (AI) technology into their business models, a growing number of businesses are considering the value of expert systems and wondering how this new technology can optimize growth in the digital age. Expert systems are designed to help companies to solve complex challenges and accomplish everyday tasks […]

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