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Nuance IQ is back for the summer - Nuance - ContactCenterWorld.com Blog

Nuance IQ is back for the summer

Summer 2019: Contact center transformation

Last quarter, we saw the importance of humans and AI working together to thrive in the digital world. Nuance experts taught us what the human-AI interaction could achieve, and we saw the leading organizations already making it a reality.

This quarter, we’re taking a deep dive into the latest innovations in contact center transformation. You’ll find out how your contact center could be holding you back, and the key strategies for making your transformation a success.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Head over to Nuance IQ to find:

  • An exclusive webinar featuring Forrester and Nuance experts revealing the common pitfalls organizations fall into during transformation, and how you can avoid them
  • An in-depth look at the customer experience gap, with practical tips on how to bridge it
  • The story of how a leading UK retailer enhanced its customer experience to support increased contact volumes and free up agents’ time.

Coming soon: Nuance Innovation Quarterly issue two

But that’s not all, there’s even more to come. Nuance Innovation Quarterly, the sister publication to Nuance IQ, is just around the corner—and it’s filled with more exciting innovations.

This quarter, you’ll get valuable insights from the people and brands forging a path to customer engagement excellence, plus expert advice on the keys to transformation—from APIs to conversational design. And you’ll even get a closer look at the latest Nuance products that could help your contact center evolve and thrive.

Take a look

Check out Nuance IQ today to get the latest insights in contact center transformation—and don’t forget to sign up for the summer issue of Nuance Innovation Quarterly magazine and watch the latest IQ webinar on-demand.

Source: https://whatsnext.nuance.com/customer-experience/nuance-iq-contact-center-transformation/

Publish Date: August 26, 2019 5:00 AM


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 



View more from Nuance

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