The New Era of AI-Driven Hyper-Personal Customer Care

Posted on August 31, 2021 by Frank Tersigni

2020 raised the bar on customer experience across the board. Most people spent more time at home using more devices connected for more time, driving up both costs and awareness. In response to the changed landscape, utilities have pivoted to provide more personalized service, helping customers use energy more efficiently while providing access to more services virtually. From an internal operations perspective, many agents went remote, supported by cloud infrastructure and AI.

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Five Items to Consider for Modernization

Posted on August 17, 2021 by Kathy Sobus

Modernization: The concept isn’t new, but the form factor may be. This is due in most part to the consumption models of cloud, SaaS, and hybrid offers that are now available. Modernization has taken many shapes over the past 20 years because of the technologies that are available at any given time.

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Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud

Posted on August 3, 2021 by ConvergeOne

Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for its operating system environment. At the same time, its premises-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with its general commitment to cloud migration.

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Employing a Virtual Workforce with Robotic Process Automation (RPA)

Posted on May 11, 2021 by Chuck Branum

Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" The answer may not surprise you. You may find that your workforce is spending a large amount of time on things that are necessary, but repetitive. Frankly, these items do not add significant value to the business and, in turn, they diminish employee satisfaction. Robotic Process Automation (RPA) is built to handle tasks that are slowing down your employees, as well as ones that are just very boring for them to do. A trusted partner can help you figure out where automation can add to the efficiency and effectiveness of your Contact Center or Back Office.

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Misconceptions About Communication Platform as a Service (CPaaS)

Posted on May 4, 2021 by David Lover

Recently, I was asked to speak about Public Cloud Services, and specifically, CPaaS (Communication Platform as a Service) during a training call. It was actually really good timing, because this has been a hot topic with vendors, partners, and customers. In those discussions, I find that there’s a lot of misconceptions about what CPaaS actually is. As mentioned, CPaaS stands for Communication Platform as a Service, but even that term can mislead you into thinking that it’s a much broader and more inclusive thing than it actually is.

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The Winning Combination for Customer Care Success

Posted on April 20, 2021 by Kathy Sobus

Harvard Business Review published an article on “Reinventing Customer Service,” and I believe they—and one of our customers—are onto something.

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Contact Center Attribute Matching vs. Skills-Based Routing

Posted on March 30, 2021 by David Lover

When we think about the world of Contact Centers, the concept we’re describing is the ability to get someone’s request for something routed to the best person to handle that request. That “something” started out as phone calls, made by someone calling into a group of people (known as agents) who could answer that phone call and help the caller with their request.

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One Step Ahead: Fraud, COVID, and the Contact Center

Posted on March 16, 2021 by Kathy Sobus + LumenVox

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox.

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Introducing a Game-Changing Fraud + Authentication Strategy

Posted on February 2, 2021 by Kathy Sobus + LumenVox

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox.

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Customer Empowerment: The Next Evolution of Customer Engagement

Posted on November 9, 2020 by Mark Langanki

The concept of customer experience is top-of-mind for every company with a contact center, and the need to actualize beyond self-service and voice has become urgent. There has been a tremendous push within this space to incorporate newer technologies like omnichannel and journey orchestration. This push has been defined by a desire to develop new opportunities for ecommerce and online marketing through the use of these technologies.

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