Library

There's a lot going on in customer care.
We'll help you stay on top of it all.

eBook

The Best of Both Worlds: Optimize Your Contact Center by Blending Human and AI Capabilities

This eBook explores the role of contact centers in customer experience, benefits and challenges of incorporating AI, and strategies for successfully blending human agents and AI to provide optimal service.

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The Best of Both Worlds: Optimize Your Contact Center by Blending Human and AI Capabilities
customer effort

Research

Understanding Customer Effort

Corporate emphasis on customer experience is growing, so much so that customer experience is now being referred to as the ‘new marketing.’ Which is why customer service interactions are now some of the most critical touch points a company has with its customers.

Adaptive Understanding Video

Video

Intelligent Virtual Assistant: How it Works

Interactions Intelligent Virtual Assistant seamlessly combines artificial intelligence and human understanding to provide superior accuracy. Watch this short video to learn how our solution can dramatically improve the customer experience across all customer care channels.

Digital Virtual Assistants

Whitepaper

Digital Virtual Assistants

The evidence is right before our eyes – and under our thumbs. Anybody under the age of 34 lives in a world of text and emojis through communication platforms that span Web chat, SMS and messaging. Download our whitepaper to learn how to make a case for Digital Virtual Assistants

Phil Gray - Impact of AI on Customer Service

Video

What is the impact of AI on Customer Service?

Do you know what the impact of Artificial Intelligence (AI) is on Customer Service today? Watch this short video to see Phil Gray, EVP Corporate Development explain how AI has evolved customer care and will continue to impact it in the future.

Salt River Project

Case Study

SRP Improves Self-Service Rates by More than Double

As one of the largest public power utilities in the United States, Salt River Project (SRP) needed a customer-centric, flexible customer care solution that would help them reduce costs.

customer service experience

Research

Human Touch and the Customer Service Experience

Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.

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