What is Customer Experience in Contact Centers?Customer Experience (CX) encompasses the entirety of a customer's interactions with a company's contact center across various communication channels. This includes every touchpoint—from phone calls and emails to live...
System Integrators (SIs), Value-Added Resellers (VARs), and Vendors face the complex challenge of delivering, managing, and supporting customer experience ecosystems that are reliable, scalable, and efficient. Whether it's deploying new platforms, supporting existing...
"Why should we spend time and money testing, we are buying Cloud?" When organizations migrate their contact centers to the cloud, one of the most common assumptions is that the cloud provider will take care of everything, including platform performance and...
Value-Added Resellers (VAR’s), Systems Integrators (SI’s), and Contact Center Vendors play a critical role in delivering seamless customer service solutions. Whether you’re implementing new integrations, upgrading systems, or enhancing customer interaction pathways,...
Work in a much more collaborative way by removing silos and aligning teams to deliver continuous improvements to your CX operations.Making the change to a DevOps methodology within a call center cannot be done overnight. From getting buy-in from departments to...
Are you moving your contact center platform to the cloud? With over 80% of contact centers already have taken this step, you’ll be joining a rapidly growing community. If you’re still unsure, here are five clear benefits of cloud-based platforms. They: allow an...
Back in 2020 it was clearly a seminal year of unprecedented challenges for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the...
Occam Razor is now available on the Five9 CX Marketplace and can be easily integrated with the Five9 Platform August 8, 2022 - Occam Networks announced its partnership with Five9, an industry-leading provider of cloud contact center solutions. Occam's flagship...
A contact center cloud migration will have you juggling many moving parts. You have an existing tech stack (okay, so that part might not move so much) to consolidate, stakeholders to reassure, and, above all, customers to keep happy. Minimal disruption to service is...
The decision to switch your call center technology to the cloud won't be one you'll take lightly. You'll have weighed up the numerous benefits, from massively improved functionality to reliability and accessibility, with everything geared to enabling your employees to...
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