By: Derrick Chin On: October 17, 2018 In: Contact Center Comments: 0

Like any technology that you procure for your team, there are many choices and variations. What should you be looking for in a CRM? Why is one feature more important than another? What’s the difference between a Sales CRM versus a Service CRM? The hardest part is determining where to start. Here are a few questions you can ask that will start you down the right path:

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By: Derrick Chin On: September 28, 2018 In: Oracle, Service Cloud Comments: 0

September's Ask the Experts webinar focused on Improving Agent Productivity.  Here's a recording of the webinar and a few highlights on the topic as well.

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By: David Currier On: September 28, 2018 In: Genesys, Interactive Intelligence Comments: 0

Yes, you read that correctly. No, I’m not crazy. Keep reading and I’ll explain. A lot has changed in the communications world in the last quarter century. We’ve progressed from legacy PBX systems and snail mail to cloud-based VoIP telephony, text messaging, and artificial intelligence. But in our race to embrace the latest innovations, I believe we should keep in mind what good communication looks like and evaluate how these technologies make our communication more or less effective.

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By: Max Greene On: September 21, 2018 In: Contact Center Comments: 0

I have been a part of many conversations lately with clients who have heard about a shiny new product that sounds very cool or cutting edge and they would like to jump on the bandwagon. The questions is, is there any actual business value for them to use it? Solutions […]

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By: Christy Green On: September 17, 2018 In: Oracle, Service Cloud Comments: 0

Check out this video for the innovations now available for Chat, Policy Automation, Virtual Assistant and Platform.

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By: Dave Clark On: August 24, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Every now and then we, as a PureCloud partner, see customers run into server management snags that could be prevented. I’ve picked a handful of common scenarios to examine. Rule number 1. Manage manual maintenance switchovers monthly. Mmmmkay? PureConnect Switchover is a robust Active-Active redundant server strategy that over the […]

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By: Colin Doggett On: August 23, 2018 In: Oracle, Service Cloud Comments: 0

August's Ask the Experts webinar focused on Oracle Policy Automation. I wanted to share a few highlights on the topic as well as the recording of the webinar.  I hope you find the information helpful and insightful!

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By: Christy Green On: August 15, 2018 In: Oracle, Service Cloud Comments: 0

Check out this video for the innovations now available for OPA, Contact Center, Knowledge Advanced and Oracle Service Cloud Platform. Good stuff!

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By: Paul Ridenhour On: August 10, 2018 In: Contact Center Comments: 0

Have you ever contacted a company more than once to resolve the same issue? Did your opinion of that company change drastically after your experience? Why do you think it was so difficult to resolve your problem? Could it have been the result of inadequate training or coaching? Was the […]

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By: Christy Green On: August 09, 2018 In: Oracle, Service Cloud Comments: 0

Learn more about Oracle’s Virtual Assistant. This video provides a good overview and brief demo. Check it out!

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