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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.

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.

A recent New York Times article points out that the Philippines has passed India in the number of call center agents. Filipino agents, however, are usually paid more than their Indian counterparts.

Last week, I was fortunate to be able to attend CBI’s 11th Annual Conference on Biopharmaceutical Contact Centers in Philadelphia, PA. The event was well-attended – with about 100 pharma professionals in attendance.

Telephony deployments in general, and Contact Centers in particular are complex and difficult to manage. Throw in multiple stakeholders across the silos of your enterprise, and you’ve got a recipe for inefficiency or worse. 

Have you ever spoken to a call center agent who’s sounded like they are handcuffed to their cubicle? Maybe they are. You’ve heard of insourcing? This is inmate sourcing.

In his article, Can Mobile and IVR Avoid a Fight?,  Leonard Klie makes the point that needed to be made, that  mobile apps are not going to displace IVR. It’s not going to be either or. 

We are proud to present the first annual “Best Of”  post for the VoiceVision blog. We hope you enjoy these “must reads” from the team here at Vision Point Systems. It’s been an exciting first few months since launching VoiceVision.

Twilio, in an attempt to bring some attention to their APIs that allow organizations to “build scalable, reliable voice and text messaging apps” easily, released their “Callin’ Oates” app.

We blog here at VPS to share our experiences and our general knowledge in our industry. What’s a blog if not a chance to get out there an play talking head and jabber about what everybody is seeing everyday!

In the latest installment of our series of conversations with industry leaders, we’re speaking with Chris Matthieu, Director of Business Development at Voxeo Labs.  Voxeo is one of the recognized leaders in hosted telephony services.