What you need to know about upgrading to Twilio Flex 2.0

If you started using Flex in 2022 or earlier, there’s a good chance you’re still running one of the 1.X releases. With Twilio announcing that they will drop support for 1.X versions of Flex in the Summer of 2024, now is the time to plan and execute a migration to 2.X.

How to Choose the Best Tool for Appian Automated Testing

Appian offers several choices for automated testing, including tools like FitNesse, Cucumber, and the Appian Selenium API. In this blog post, you’ll discover the advantages and disadvantages of each of these tools, helping you determine which one aligns best with your application’s needs.

What Color Is Your Data Fabric?

What color is your data fabric? In this blog, we go over the ways in which certain patterns represent the way you can set up your Appian data structure and sources. Learn how Appian can create a data fabric that matches your style and preferences.

Learn What’s New in Twilio Flex 2.0 for Administrators

Twilio Flex 2.0 has many exciting updates and a new Plugin Library. Learn how this release improves usability and design and offers ready-to-use Flex plugins, like the Supervisor Barge and Coach plugin. Take advantage of this release today and create a customized and scalable contact center solution.

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Small Changes in the Contact Center Add Up to Big Savings

You’ve heard of death by a thousand cuts? It’s real, but we don’t have to be negative all the time.  Let’s make our glass half full and remember a more positive cliché: “A journey of a thousand miles begins with a single step.”

The People In Your Neighborhood-The IT Department

Hi Everybody! The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the unsung heroes of your Contact Center – the IT Department.

Contact Center Agent Efficiency

It costs money to staff a contact center, that’s a given.  The healthy contact center is tuned to get the most value from this investment.  The efficiency of your contact center agents reflects how well agents are set up for success by your organization.

A Decade of Service

October 2012 marks 10 years of incorporation for Vision Point Systems, the company bringing you VoiceVision. I founded the company in 2002 as YL Comm, Inc., with the goal of supporting the communications technology needs of pharmaceutical and other industries.

The Perils of Cross-Functional Agents

Cross-functional agents – agents responsible for handling more than one class of business transaction in a contact center – are valuable in many situations.

People Like IVR!

People really like IVR systems for simple tasks, and they overwhelmingly support IVR systems notifying them when important things are coming up, like the bill coming due, and stuff like that!

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