Consumer expectations are being set by voice assistants like Siri, Google Assistant, and Alexa. We interact with this technology every day. So do business leaders. We often hear clients complain that their own voice channels pale in comparison to the voice assistants offered by tech giants. Frequently, they assume the solution is investing in new technology.
Alexa, Black Friday, and boiled tea(?) – A chat with an expert.
I had the opportunity to sit down with Sarah Reitsma, Director of UI at Waterfield Technologies, to discuss conversational AI in the contact center and how it is helping industries of all sizes and types provide better user experiences, streamline processes, and meet the expectations of today’s customer.
Avaya Engage is almost here! This communication tech conference is your one-stop-shop for all things Avaya. Our team here at Waterfield couldn’t be more excited to head down to Orlando. If you are going, keep an eye out for these faces, and be sure to stop by our booth #246 to say hi! Here’s a little about everyone:
Waterfield Tech, a global leader in contact center technology solutions, today announced that it has joined the Google Cloud Partner Advantage program. The partnership enables Google Cloud customers to tap into Waterfield’s deep expertise in customer experience design, voice application development, and leading managed services program making it easy for organizations to launch natural, conversational experiences.
The customer experience can make or break your business. A positive experience will go a long way toward keeping customers satisfied and loyal. A poor experience, however, can damage your brand beyond repair. (Unsatisfied customers will share their opinions with anyone who will listen!)
Kevin Kito is the President and CEO of 911 Secure. Kevin has been in the Enhanced 911 (E911) industry for over 15 years.
For businesses, it is crucial to ensure that workers dialing 9-1-1 using their company-wide communication devices can be located in an emergency. However, with the “office” no longer confined to a single physical location, that becomes a challenge. There are more remote workers than ever before. Many organizations are permanently adopting the work-from-anywhere model following restrictions put into place resulting from the COVID-19 pandemic.
During the keynote of Twilio’s annual SIGNAL conference held on Tuesday, October 20th, 2021, Satuja Parulekar, Head of Contact Center at Twilio, introduced “Flextensions” – turnkey solutions built on Twilio’s Flex platform. One of the two new solutions highlighted was Xcelerate by Waterfield Technologies, an out-of-the-box solution to deploying a feature rich, omnichannel contact center, in days.
In our human history, there are benchmarks that heralded our difference from many other creatures on this planet. Some of these benchmarks include discovering cooking and herbal medicine, forging iron, copper, and steel, or shifting from foraging to agriculture. Even before all of these, at some point, we began to talk and communicate in layered and specific ways. Communication was probably first physical (haptic) and visual (look at the cave paintings at Lascaux, France as concrete examples), and verbal in a basic sense.
Workforce Optimization solutions, when well implemented, support agent efficiency, productivity, and your bottom line. Choosing the right platform for your business can be complex. And understanding the questions to ask along the way an even more involved process. We’ll dive in below to some of the key benefits of WFO as well as areas to consider when seeking a platform.