Articles

Over the years, we’ve written many articles and blog posts to help our customers and partners better understand technologies and challenges in the contact center.  We hope you’ll find them informative.

 

 

IVR Modernization on AWS: A Case Study
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Background A federal government agency needed assistance bringing their contact center technology forward to better support their global help desk.  The agency’s service center handles many distinct products, each with a specialized routing queue. Their existing solution, while effective, was
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Understanding Intent
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Customers contact an enterprise to accomplish something – change a reservation, get order status, pay a bill, etc.  Although every caller is unique, most of their goals can be grouped into well-defined categories.  The term for these categories is “intent.” 
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What’s Your AI Roadmap?
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The pace of technological change sometimes feels breathtaking and relentless. Contact centers are undergoing a massive transformation thanks to the introduction of Conversational Artificial Intelligence (CAI) and Large Language Model (LLM) generative AI software like ChatGPT and OpenAI. Organizations are
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AEP in the Cloud or On Premise?
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While more and more enterprise-sized organizations are moving their contact centers to the cloud, many still hold concerns for various reasons, and want to keep their data on premise. Their reservations are generally centered on security, lack of control, and
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