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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DIA 2012 Preview

I’m on my way to the 2012 DIA Annual Meeting in Philadelphia next week. The DIA organization represents a great confluence of the pieces of the pharmaceutical value chain where VoiceVision is most appropriate.

Mobile is Mandatory

CRM managers must respond to the advent of mobile technology with an enthusiastic embrace.

ICMI Article Series - ACCE 2012 Conference Recap

Hello readers! I just got back from Seattle and boy are my arms tired! I was up to my eyeballs in Contact Center Camaraderie and Commiseration at the ICMI ACCE (“ACE”) conference in Seattle.

Use A Knowledge Base To Reduce Costs

A knowledge base is software an organization can use to store knowledge acquired in the course of doing business. We’re talking about a database, only filled with knowledge and wisdom rather than just randomly accumulated data, so it’s a knowledge base.

We Don’t Want To Replace Your Phone System

VoiceVision is a methodical approach to evaluating the overall efficiency of your integrated telephony and contact center resources.
To conduct these evaluations, we have to ask a lot of questions about how staff members get things done with the tools they have.

Aligning the Contact Center with Corporate Goals

A 2012 survey by Knowlagent, unsurprisingly, shows that the top priority for call center managers is improving productivity. What’s the second priority? Alignment of contact center staff goals with corporate goals.

What is: Quality?

As we travel the world, we’re meeting people whose practices need improvement. In many cases these are people who are used to working very hard. However, in some cases they are working harder than they have to.

The Customer Is King, Even For Pharma

As I indicated in my post summarizing the CBI Conference on Biopharmaceutical Contact Centers, one of the takeaways from that event was that customer experience still matters, even in an industry that is subject to regulatory or legal constraints.