Tagged: engagement center

The Future of Smart Enhancements for Omnichannel Engagement Experiences

By Danny Wang, Senior Product Manager

I recently attended Cisco’s API IPA MeetUp featuring Hop Dogma Brewery & Amazon Alexa. My primary interest was learning more about Amazon’s artificial intelligence (AI) for Alexa. I was looking for inspiration and creative use cases on how we can continue to innovate our omnichannel engagement model leveraging end consumer technologies. The IPAs I tasted also aided in that discovery process. Continue reading

A Successful Customer Service Strategy in 2017 Starts and Ends With the Consumer

By Mayur Anadkat, VP Product Marketing

This article was originally published on VMBlog, here.

2017 Brings the Death of the Contact Center, And the Engagement Center Emerges

The evolution of the customer experience industry is a fascinating movement. Admittedly, it’s been slower than what people have wanted or expected, but I believe that 2017 brings the next evolution of the contact centers — customer engagement centers. Continue reading