Category: Contact Center
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Weathering the Storm: Ensuring Business Continuity for Contact Centers During Natural Disasters
Hurricane season brings more than just storm clouds. It also brings uncertainty, fear, and immense challenges for many businesses, especially those with… Read Article
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Enhancing Chatbot Performance with AI-Based Automation Testing and Monitoring
by: Hes Yavari, VP Contact Center & CX Practice Chatbots have become an integral part of customer service in contact centers. With advancements… Read Article
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Assuring a Successful Cloud Migration: 5 Steps
By: Hes Yavari, VP Contact Center & CX Practice Cloud migration is a strategic move that many companies undertake to enhance their technological… Read Article
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Nectar Solutions Now Available on Genesys AppFoundry
Nectar DXP and CX Assurance seamlessly integrate with Genesys Cloud enhancing customer & agent engagement and streamlining operations. Jericho, New York –… Read Article
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How Nectar and Swampfox solved callback issues for large telecom company
Why Callbacks? Callbacks are a crucial component of effective customer service, and their significance cannot be overstated. When considering the question, “Why… Read Article
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JetBlue Enhances Remote Agent Performance with End-to-End Visibility
JetBlue Airways is one of North America’s leading low-cost airlines, known for customer-first innovation—from offering free in-flight entertainment to creating a more… Read Article
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The Holiday Rush – Load Testing your Contact Center
Updated: 9/18/2024 (watch for updates in August 2025) Even with the inflation that everyone is feeling, Deloitte is forecasting that holiday retail sales are… Read Article
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Contact Center Performance: The Importance of Network, Platform, and Endpoint Monitoring
Contact Centers play a pivotal role in delivering exceptional customer experiences. As technology continues to evolve, testing & monitoring the performance and… Read Article
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Government Agency Automates Testing to Reduce Time and Streamline Customer Journeys
This public service agency supports around 20 million individuals with employment services, financial assistance, and retirement planning. It experiences high volumes of… Read Article
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Top Concerns of Moving a Contact Center from On-Premise to Cloud
The advent of cloud technology has revolutionized the way businesses operate, and contact centers are no exception. Many organizations are now considering… Read Article