contact center automation Archives |

IVR Modernization on AWS: A Case Study

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

Contact Center Disaster Recovery – More than Weathering the Storm

maria-simonton

by Glen Taylor & Kyle Henderson With all of the recent hurricanes, wildfires, and other natural disasters impacting countless people and organizations—and our thoughts are with all those affected—we want to re-visit what enterprises can do to plan for disasters