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Contact Center Infrastructure News
July 27, 2017
With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
Contact Center Infrastructure Get Started
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A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are ... Continue Reading
Evaluate Contact Center Infrastructure Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform. Continue Reading
By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow. Continue Reading
Heavy equipment manufacturer Rotobec finds Salesforce Desk integration gives service staff the ability to aid sales efforts across 35 countries. Continue Reading
Manage Contact Center Infrastructure
Learn to apply best practices and optimize your operations.
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Farmers Insurance transforms its digital platform with Salesforce Service Cloud. With enhanced self-service capabilities, Farmer's tries to target a new level of customer experience. Continue Reading
Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading