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Digital Transformation

Learn more about digital transformation related blog posts.

Future for contact centers

What Does the Future Hold for Contact Centers?

The contact industry is ripe for change and the decades old model needs a transformation. Those who react will reap significant benefits and others will be left wondering what happened. Learn how businesses need to change to keep pace in this blog.
Phil Gray
Phil Gray April 22, 2022 | 3 min read
Optichannel

Omnichannel is over- It's Optichannel's time to shine

Omnichannel didn't work out like many brands had hoped. Learn how optichannel delivers a better customer experience in our blog.
McCall Peltier
McCall Peltier April 14, 2022 | 5 min read
5 Reasons Your DX is Not Moving Fast Enough

5 Reasons Your Digital Transformation is Not Moving Fast Enough

Many brands are now stopping to evaluate why their digital transformation is not progressing as fast as they wanted. Learn 5 reasons digital transformation in your contact center may not be achieving the goals you set in this blog.
Kate O'Connell
Kate O'Connell March 24, 2022 | 5 min read
If you can’t do voice, you can’t do omnichannel

If you can’t do voice, you can’t do omnichannel

The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.
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Megan Haas February 10, 2022 | 4 min read
What’s holding back the contact center from DX?

What’s holding back the contact center from digital transformation?

Even with more advanced technologies, we are still seeing contact centers stuck in the same outdated model resulting in long waits, multiple transfers, and unproductive conversations. Learn what's holding contact centers back from evolving in our blog.
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Megan Haas February 4, 2022 | 4 min read
Companies Embrace Digital

4 simple ways companies have embraced digital to increase customer satisfaction

What does digital transformation really mean? In this blog, explore 4 familiar examples of how different industries have embraced digital transformations to help understand the concept.
Jak Katterfield
Jak Katterfield September 9, 2021 | 4 min read
CEOs Guide to Conversational AI

A CEOs Guide to Conversational AI

As brands are turning to digital investments to stay relevant, CEOs are placing Conversational AI at the center of their company’s transformation efforts. Learn the role that CEOs can play in digital transformation in this blog.
McCall Peltier
McCall Peltier March 4, 2021 | 6 min read
CIO AI

A CIO’s Role in Disruptive Technologies

Embarking on a digital transformation journey is no easy feat. CIOs best understand the complexity of legacy technologies, the transformation of business outcomes, and modernization current customer experience channels, and therefore have a key role in improving CX for their organizations.
McCall Peltier
McCall Peltier December 10, 2020 | 6 min read

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