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The “Cinderella” of contact centre technology There’s an old joke about a sales rep who tried and failed to sell toilet paper holders to a
On-prem to cloud……… You’ve decided to trade in your old on-prem contact centre for a cloud solution. As you shop around, you realize that there
My server room is my comfort zone You’re a contact centre manager. You have a contact centre platform installed in your server room. It is
Sentiment Analysis – What is it and how does it work? Most speech analytics solutions, including Contact Lens for Amazon Connect (Contact Lens), provide sentiment
Wallboards: What are they? Why do they matter? Pre- Covid, wallboards were an essential feature of contact centres. They consisted of reports displayed on plasma
What is Amazon Connect Wisdom? How does it work? When Jimi Hendrix said: “Knowledge speaks, but wisdom listens”, he had no idea that he would
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