Appian 24.1: Revolutionizing AI-powered Process Automation

Learn about one of the most exciting new features of Appian 24.1: the Prompt Builder AI Skill. This premium tier feature allows you to integrate the capabilities of Gen AI into your Appian Process Models, using natural language prompts to display information, suggest actions, and write to a database based on the context of your process.

Twilio Flex vs Talkdesk: Which to choose?

Explore Twilio Flex vs Talkdesk: Uncover the best cloud contact center solution for your organization. Compare features, advantages, and pricing to make an informed decision.

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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!

The People In Your Neighborhood - The IVR

The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the Voice of your Organization – the IVR, and the elements of both GOOD and BAD IVR.

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