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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.

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.

Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, will be presenting at next week’s 2nd Annual Medical Communications and Information Summit in San Diego.

IVR Maintainability reflects your ability to change and configure the automated voice menus that your customers navigate to accomplish their goal when contacting you. It is the first point of our VoiceVision 14 Point Diagnostic which we will discuss in detail.

The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the backbone of the Call Center – the Agent, and the tools they need to build a value-based relationship with customers.

A lot of people say they hate IVRs, but we think they really just hate bad IVRs. Occasionally (OK, frequently) we run into bad IVRs, too. Since IVR is what we do, we try to help.

The first of our new article series – The People in Your Neighborhood is up on ICMI’s website. This first piece covers the reason we’re all in business – the customer.

It’s time to dust off the “Teachable Moments” blog tag. I’m regretting deleting the voicemail I just got from a telemarketer (who will remain nameless thanks to my quick trigger finger and weak primacy memory effect).

As has been widely published in the media, GlaxoSmithKline has settled crimincal and civil complaints with the US government for fraudulent marketing of Paxil, Wellbutrin, and Avandia, to the tune of $3 Billion in fines.

Welcome everyone once again to the latest installment of our series of conversations with industry leaders! Today we are speaking with Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management.