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On July 10th 2024, the AWS NYC Summit took place at the Jacob Javits Convention Center, bringing together technology enthusiasts, industry leaders, and professional services partners to explore the latest…

Amazon Connect now offers a no-code UI builder that enables administrators to configure step-by-step guides and create custom views for agents within the Amazon Connect agent workspace. Here are the key details about this powerful feature.

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.

Intercom is a popular platform for connecting customer service and support teams with their customers in real time. Intercom has been a leading solution for web or app-based chat and…

We are excited to announce that LOCCS, the Low-code Omnichannel Contact Center Solution built by Vision Point Systems using Appian and Twilio Flex, has added email support to enhance your…

Learn how to use Appian Portals and parameterized URLs to create personalized and efficient web experiences for your external users.

Genesys announced today that it will be acquiring Angel from Microstrategy, Inc. Genesys has been a leading player for over a decade in premise-based unified communications systems.

Jim Schweitzer, our Business and Techinical Director, was featured as the guest expert on KnowledgeShift’s Training Tech Talk blog radio show earlier today.

What’s the future of the contact center as technologies change and customers evolve? We’ve asked the question before on this blog, and others have asked as well.

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.”

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.

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.

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.

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

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!