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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.

I recently stumbled onto an article called “Is the IVR Dead?” by Rob Marchand at Genesys. My initial response, since a lot of my work involves IVR was, God I hope not!

Validation – this word has been making many in pharma industry shudder at the thought for almost 15 years.

Next week promises to be a busy and interesting week for a few of us at Vision Point Systems. I’m on my way to Brussels for an ISPE conference on Improving Productivity with Risk-Based Validation.

What if a company figured out what real customer service was? And what if that company decided to make serving the customer their true mission, instead of just trying to take customers’ money?

One quick way to gauge the health of an organization or a project is to ask, “Who’s in charge?” The answer will likely be illuminating. Projects need authority to function well.

Part of evaluating IVR is knowing what makes a good IVR.  One obvious critically important component is the voice itself.  Recently, we were fortunate enough to have the chance to talk with with Marcus Graham, CEO of GM Voices.

The Switchboard Operator is extinct, as a job description, anyway.  Machines have been routing our calls for decades, but in recent years, the automation of this process has been refined and significantly improved.

Congratulations are in order for Leslie Dove, one of our business analysts, for passing the ASTQB Foundation Level Certified Tester exam this week. ASTQB is the American arm of ISTQB, the International Software Testing Qualifications Board.

I got a C in Physics, but I believe the 5th law of Thermodynamics is that it’s cheaper to keep customers than get new ones. Customer Satisfaction is what every contact center aspires to cultivate and manage, but getting an accurate assessment can be challenging.