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AI Archives - Enghouse Interactive

AICloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse Interactivequality management, quality monitoring

Super-Agents Are Real (Series: Blog #2 of 3)

AI Makes It Possible (Blog Series) Access the On-Demand Webinar Playback of  “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress, Director, R&D and Jacki Tessmer, Vice President – Product Marketing, Enghouse Interactive. Blog #2 of 3: With context, AI seeks to improve more quickly than ever. Constant Learning Improves AI Recommendations…
Barbara Stuart
December 8, 2020
AICloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse Interactivequality management, quality monitoring

Super-Agents Are Real (Series: Blog #1 of 3)

AI Makes It Possible (Blog Series) Access the On-Demand Webinar Playback of  “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress, Director, R&D and Jacki Tessmer, Vice President – Product Marketing, Enghouse Interactive. Blog #1 of 3: The Customer Experience. Remember: A Customer’s Perception is their Reality What exactly is the “customer experience”…
Barbara Stuart
November 26, 2020
AIcontact centre, multi-channel, omni-channel

Embracing AI and Robotic-Driven Customer Service Without Leaving Employees Behind

We are living in a digital age. People are more willing to self-serve and the use of AI and robotics for customer service is growing. This drive to automation has the potential to benefit organisations and their customers across all sectors. Business employees understand how AI helps deliver operational efficiency and enhanced customer service. According to a recent survey we…
Helen Billingham
December 10, 2019
Lessons Learned Moving to a Cloud Contact CentreResources

Lessons Learned from Moving to a Cloud Contact Centre

John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) recently participated in an insightful webinar on the considerations organisations need to make when moving their contact centre to the cloud. You can watch the recording here. Key points made during the webinar:  John Cray – Vice President of Product Management at Enghouse Interactive, summarised some of his observations/recommendations: Customer  Feedback Cloud contact centre solutions…
Tony Athanasiou
September 24, 2019