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The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges. Businesses everywhere have utilized these new features in various ways. For example, some have created an...
The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade. These numbers are astounding. They’re also easy to misinterpret. As more companies...
It’s never been more important to offer an excellent customer experience (CX). This means it’s also never been more important to have a CX strategy in place. Research shows that satisfied customers generate 2.6 times more revenue than those who are lukewarm. At the same time, unhappy customers can leave negative reviews that scare away future business....
July 7, 2020 - USAN, a leading provider of cloud customer engagement solutions, announces a strategic partnership with Calabrio, the customer experience intelligence company and industry-leading workforce engagement management provider. As a Calabrio Certified Implementation Partner and a Reseller Partner, USAN can sell, design, and implement Calabrio ONE capabilities for small and midsize business (SMB)...
When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that...
Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can...
Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five...
In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt...
The First Step in Planning Your Self-Service Investment Planning your self-service investments means making decisions across multiple disciplines. USAN, in association with ContactBabel, has just published a nearly 200-page report on that topic—50 charts deep, covering all the critical topics that make up today’s self-service investment strategy. Those topics include transitioning to self-service, evaluating ROI,...
