Transforming Citizen Experience

By
Altivon
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05/23/2018 - 10:29
Companies everywhere have been schooled by the likes of Starbucks and Amazon, which have radically improved customer experience and dramatically...
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Contact Centers, Business Process & Workflows (CEBP)

Self-Service Success: Convenient, Fast, Friction-less

By
Altivon
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05/23/2018 - 10:28
Self-service as an option is a win-win proposition for customers and contact centers alike. Customers feel more in control and contact centers are...
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Contact Centers, Business Process & Workflows (CEBP)

ROI for Contact Center Patient Experience Focus

By
Altivon
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05/23/2018 - 10:27
Healthcare organizations are embracing patient experience as a critical success factor in both financial and patient outcomes. Altivon and Genesys...
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Contact Centers, Business Process & Workflows (CEBP)

Digital Transformation, Healthcare and the Contact Center

By
Altivon
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05/23/2018 - 10:25
Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. The webinar presented an...
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Contact Centers, Business Process & Workflows (CEBP)

Replacing Aged Infrastructure: The Time is Now!

By
Altivon
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05/23/2018 - 10:23
A recent webinar “RIP Call Centers of Old” featured three executives discussing their contact center modernization with Sheila McGee-Smith, the...
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Contact Centers, Business Process & Workflows (CEBP)

Replacing Aged Infrastructure: The Time is Now!

By
Altivon
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05/22/2018 - 11:16
A recent webinar “RIP Call Centers of Old” featured three executives discussing their contact center modernization with Sheila McGee-Smith, the...
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Contact Centers, Business Process & Workflows (CEBP)

Preparing Your Contact Center 2018

By
Altivon
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05/22/2018 - 11:15
Sheila McGee-Smith did not disappoint in her latest webinar appearance, also featuring the Auto Club Group and Altivon. As always, she wove a clear...
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Contact Centers, Business Process & Workflows (CEBP)

Millennials Change Things Up

By
Altivon
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05/22/2018 - 11:14
Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and...
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Contact Centers, Business Process & Workflows (CEBP)

Journey Mapping: Beyond Process Flows and Sticky Notes

By
Altivon
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05/22/2018 - 11:14
Most people understand journey mapping as an intellectual exercise involving poster paper and sticky notes. The outcome is usually a back-office map...
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Contact Centers, Business Process & Workflows (CEBP)

Getting Proactive Communications Right

By
Altivon
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05/22/2018 - 11:12
Proactive Communications has come a long way in the past few decades and the potential for use as a means of improving customer loyalty is very high...
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Contact Centers, Business Process & Workflows (CEBP)

Contact Center and CX Predictions

By
Altivon
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05/22/2018 - 10:35
Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and...
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Contact Centers, Business Process & Workflows (CEBP)

8x8 Acquires MarianaIQ

By
Robbie Pleasant
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05/16/2018 - 12:18

8x8, Inc. has announced the acquisition of MarianaIQ, a startup focused on AI and deep learning.

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Collaboration, Contact Centers, MarianaIQ, Artificial Intelligence (AI), machine learning, X Series Intelligence Platform

Nextiva Announces NextOS Release

By
Robbie Pleasant
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05/15/2018 - 09:51

Nextiva announced the official launch of NextOS, its new platform that utilizes Artificial Intelligence (AI) and Machine Learning.

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Customer Relationship Management (CRM), Unified Messaging (Email, Voicemail, SMS, Chat), UCaaS, Hybrid Cloud, Nextiva

Caught in the CrossHairs & Crossfire Public Safety Communications, Collaboration, Coordination & Command

By
Evan Kirstel
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05/14/2018 - 12:46

Few would argue that any kind of public safety incident represents a potentially complex problem to solve, but what are viable and lasting solutions to problems that...

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Collaboration, Unified Communication, Blueforce Development

See You at UC Expo in London

By
Blair Pleasant
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05/11/2018 - 08:28

If you happen to be in the London area on May 16-17, be sure to attend UC Expo, the largest Unified Communications and Collaboration event in Europe. The theme of the...

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Collaboration, Unified Communication, UCaaS, Hybrid Cloud, Security, SaaS, Cloud Apps, UC Expo, Smarter Collaboration, SCTC, Artificial Intelligence (AI)

Cisco Collaboration Summit – After Some Time

By
Phil Edholm
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05/07/2018 - 16:55

Three weeks ago, Cisco held their annual Collaboration Summit in Phoenix. I decided to wait a week to write about the event to let my thoughts congeal.

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Collaboration, Audio & Video Conferencing, Cisco Collab Summit, Rowan Trollope

Cisco Collab Summit – Has Cisco Lost its Spark?

By
Blair Pleasant
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04/26/2018 - 16:57

Goodbye Spark, hello Webex (lower case e). At the 2018 Cisco Collaboration Summit in Phoenix, Rowan Trollope and the Cisco team made A LOT of announcements, including...

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Collaboration, Unified Communication, Cisco Collab Summit, WebEx, Cisco Spark

Keep Minor Business Changes from Becoming Big-Time Setbacks—with Unified Cloud Communications

By
Evan Kirstel
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04/26/2018 - 00:00

What UC does for any size business is provide a multi-view approach to communications. By integrating voicemail into emails, communications can be shared, distributed...

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Unified Communication, Business Process & Workflows (CEBP), Technology

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