By: Derrick Chin On: September 28, 2018 In: Oracle, Service Cloud Comments: 0

September's Ask the Experts webinar focused on Improving Agent Productivity.  Here's a recording of the webinar and a few highlights on the topic as well.

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By: David Currier On: September 28, 2018 In: Genesys, Interactive Intelligence Comments: 0

Yes, you read that correctly. No, I’m not crazy. Keep reading and I’ll explain. A lot has changed in the communications world in the last quarter century. We’ve progressed from legacy PBX systems and snail mail to cloud-based VoIP telephony, text messaging, and artificial intelligence. But in our race to embrace the latest innovations, I believe we should keep in mind what good communication looks like and evaluate how these technologies make our communication more or less effective.

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By: Max Greene On: September 21, 2018 In: Contact Center Comments: 0
By: Christy Green On: September 17, 2018 In: Oracle, Service Cloud Comments: 0

Check out this video for the innovations now available for Chat, Policy Automation, Virtual Assistant and Platform.

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By: Dave Clark On: August 24, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0
By: Colin Doggett On: August 23, 2018 In: Oracle, Service Cloud Comments: 0

August's Ask the Experts webinar focused on Oracle Policy Automation. I wanted to share a few highlights on the topic as well as the recording of the webinar.  I hope you find the information helpful and insightful!

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By: Christy Green On: August 15, 2018 In: Oracle, Service Cloud Comments: 0

Check out this video for the innovations now available for OPA, Contact Center, Knowledge Advanced and Oracle Service Cloud Platform. Good stuff!

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By: Paul Ridenhour On: August 10, 2018 In: Contact Center Comments: 0
By: Christy Green On: August 09, 2018 In: Oracle, Service Cloud Comments: 0

Learn more about Oracle’s Virtual Assistant. This video provides a good overview and brief demo. Check it out!

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By: Jimmie Chevrier On: July 26, 2018 In: Contact Center Comments: 0

One of the best and most effective ways a contact center manager can get to know their agents is through the practice of transcript reviews. A manager can really only spend a very limited time observing any one agent on the floor, so reviewing transcripts will provide a massive amount of information about what the agents are doing in the trenches and afford the manager the opportunity to provide better coaching for all the agents.

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