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AI, Contact Center, Customer Experience


When To Introduce AI Into Your Contact Center


Alok Kulkarni, Forbes Councils Member

Nov 2022

Summary An article by Forbes stating that AI should supplement the agents - NOT replace them. Some practical tips on how to introduce AI to a contact center. According to Gartner analysts, "by 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations. [...]



Contact Center Integration, Cloud-Based


How Small and Midsize Companies Benefit from Cloud Communications


Irwin Lazar, President and Principal Analyst, Metrigy

Aug 2022


Summary Integrated solutions deliver measurable cost savings, revenue, productivity, and customer engagement benefits. The research shows that those still operating on-premise, separate apps for contact center can achieve measurable benefits by adopting a unified, cloud-based platform for calling. [...]






CRM, Service Cloud Voice


Salesforce Service Cloud Voice Demo


by Salesforce

Jul 2022


Summary With Service Cloud Voice, your telephony is now one with your Salesforce CRM. So agents get a better experience and supervisors get enhanced visibility across all channels, driven by AI insights on an intuitive console. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. And with access to Einstein intelligence, agents have the ability to work from a single source of truth — all on one integrated platform. [...]



AI, Digital Transformation


From AI to digital transformation: The AI readiness framework


Jonny Holmström, Swedish Center for Digital Innovation

Umeå University

Jun 2022


Summary The article presents a framework to assist in the assessment of organizational AI readiness, that is, an organization’s ability to deploy AI technologies to enable digital transformation. Four key dimensions are explored: technologies, activities, boundaries, and goals. The AI readiness framework theorizes on the roles that AI can and will play in digital transformation. [...]


Converesational AI


Improve Customer Experiences with Conversational AI


by Vonage

Jun 2022


Summary Natural language understanding engine is uniquely built to understand the complexities of everyday customer and agent voice calls. [...]






Digital Transformation


The 4 Pillars of Successful Digital Transformations


by the Harvard Business Review, Nathan Furr - professor at INSEAD; Andrew Shipilov – INSEAD; Didier Rouillard – Quadient; Antoine Hemon-Laurens - Quadient

Feb 2022


Summary The authors outline four pillars of digital transformation: IT uplift, digitizing operations, digital marketing, and new ventures. Which pillar is the right starting point for your company depends on your context, needs, but also your digital maturity. Understanding what digital transformation means for established companies remains a daunting challenge. Leaders put in charge of a digital transformation feel pulled in many different directions, with competing demands. [...]


Voice Analysis, Omnichannel, Custmer Experience


From speech to insights: The value of the human voice


by McKinsey. Yasmine Belkacemi – consultant; Damian Lewandowski - new capabilities manager; Maurice Obeid - partner; Eric Buesing – partner; Arpit Goenka - knowledge specialist; Vinay Gupta - senior knowledge expert

Jan 2022


Summary In a digital age, live voice contacts matter even more in providing a high-quality customer experience. New technologies make voice-data analysis easier to achieve, for lasting results. The evolution of the traditional call center into an omnichannel contact center has allowed companies to view the function less as a cost driver and more as an opportunity to provide strategic, experience-oriented customer care . [...]

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